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Author: 


Jones,  Charles  Landon 


Title: 


Service  station 
management 

Place: 

New  York 

Date: 

1922 


MASTER   NEGATIVE   # 


COLUMBIA  UNIVERSITY  LIBRARIES 
PRESERVATION  DIVISION 

BIBLIOGRAPHIC  MICROFORM  TARGET 


ORIGINAL  MATERIAL  AS  FILMED  -    EXISTING  BIBLIOGRAPHIC  RECORD 


Buslneof 

D318 
J71 


Jones,  Charles  Landon,  187^ 

Service  station  management,  its  principles  and  practice, 
covering  service  merchandising  methods,  shop  arrangement 
and  management,  stock  room  systems  and  stock  record  sys- 
tems, by  Charles  L.  Jones  ...  New  York,  D.  Van  Nostrand 
company,  1922. 

y,  171  p.    front.,  illus.  (incl.  plans,  forms)  diagrs.    23i"».       $2.00 


1.  Automobile  Industry  and  trade— U.  S.    2.  Garages. 

I.  Title. 

Library  of  Congress      ^^^       TL153.J7 

22—7089 

Copyright    A  659205          ^^       [32m2| 

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LIBRARY 


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II 


PROFITABLE  SERVICE. 

On  April  4,  1919,  the  proprietor  of  this  little  shop  was  granted  a  service 
contract.  In  a  little  over  one  year,  the  old  blacksmith  shop  proved  entirely 
inadequate  for  the  rapidly  increasing  service  business  and  the  splendid  Service 
Station  shown  in  the  lower  picture  was  erected.  This  Service  Station  was 
made  possible  entirely  from  the  profits  of  service.  This  was  accomplished  by 
going  after  the  business,  courteous  treatment  of  customers,  and  performing 
such  satisfactory  work,  that  whenever  a  customer  was  secured,  his  business 
was  retained. 

What  this  man  has  accomplished,  any  ambitious  man  with  a  desire  to 
succeed,  can  do. 


s*- 


i 


(I 


I 


SERVICE   STATION 
MANAGEMENT 

ITS  PRFNCIPLES  AND  PRACTICE 

COVERING  SERVICE  MERCHANDISING  METHODS,  SHOP 

ARRANGEMENT  AND  MANAGEMENT,  STOCK  ROOM 

SYSTEMS  AND  STOCK  RECORD  SYSTEMS 


BY 


CHARLES  L.  JONES 

Formerly  Editor  Ford  Service  Btdletin.    Nine  Years  with 
.  Ford  Motor  Company ^  Service  Department 


ILLUSTRATED 


NEW  YORK 

D.  VAN  NOSTRAND  COMPANY 

Eight  Warren  Street 
1922 


INTENTIONAL  SECOND  EXPOSURE 


PROFITABLE  SERVICE. 

On  April  4,  1919,  the  proprietor  of  this  httle  shop  was  granted  a  service 
contract.  In  a  little  over  one  year,  the  old  blacksmith  shop  proved  entirely 
inadequate  for  the  rapidly  incretising  service  business  and  the  splendid  Service 
Station  shown  in  the  lower  picture  was  erected.  This  Service  Station  was 
made  possible  entirely  from  the  profits  of  service.  This  was  accomphshed  by 
going  after  the  business,  courteous  treatment  of  customers,  and  performing 
such  satisfactory  work,  that  whenever  a  customer  was  secured,  his  business 
was  retained. 

What  this  man  has  accomplished,  any  ambitious  man  with  a  desire  to 
succeed,  can  do. 


■,!|1>— - 


k 


) 


SEEVICE   STATION 
MANAGEMENT 

ITS  PRFNCIPLES  AND  PRACTK^E 

COVERING  SERVICE  MERCHANDISING  METHODS,  SHOP 

ARRANGEMENT  AND  MANAGEMENT,  STOCK  ROOM 

SYSTEMS  AND  STOCK  RECORD  SYSTEMS 


BY 


CHARLES  L.  JONES 

Formerly  Editor  Ford  Service  Bulletin.    Nine  Years  ivith 
Ford  Motor  Company ^  Service  Department 


ILLUSTRATED 


NEW  YORK 

D.  VAN  NOSTRAND  COMPANY 

Eight  Warren  Street 
1922 


Copyright  1922,  by 
D.  Van  Nostband  Company 


1)31  g 


PRINTED  IN  THE  UNITED  STATES  OP  AMERICA 


:!f 


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PREFACE. 

This  book  has  been  prepared  with  three  definite  ideas  in  mind. 

1.  To  assist  the  man  just  entering  the  automobile  field  in 
planning  and  equipping  his  Service  Station,  securing  and  retaining 
his  customers  and  conducting  his  service  on  an  efficient  and 
profitable  basis. 

2.  To  assist  the  automobile  dealers  and  Service  Stations  in  ex- 
tending their  service  and  operating  their  Service  Stations  on  a 
more  efficient  basis,  with  increased  profits. 

3.  To  serve  as  a  guide  to  the  Chief  Clerk,  Superintendent, 
Service  Manager,  Shop  Foreman,  and  Stock-man,  and,  in  fact, 
any  member  of  the  service  organization  in  solving  their  service 
problems. 

The  practices  and  methods  suggested  have  been  tried  and 
proved  of  merit  by  the  most  progressive  and  successful  automobile 
dealers  and  Service  Stations — successful  in  that  they  have  not 
only  developed  their  service  so  that  it  is  a  revenue-producing 
branch  of  their  business,  but  have  also  succeeded  in  satisfying 
and  retaining  their  customers. 

Nearly  one  half  of  all  the  automobiles  in  the  world  are  Fords: 
in  the  United  States  and  Canada,  a  little  better  than  half. 
More  than  one  third  of  all  the  tractors  are  Fordsons.  It  natu- 
rally follows  that  over  50  per  cent,  of  all  the  Service  Stations 
are  either  handling  exclusively  or  specializing  in  Ford  service. 
In  order  to  be  of  assistance  to  the  great  majority  of  those  in- 
terested in  service,  a  portion  of  this  book  applies  directly  to 
Ford  Service  Stations,  although  the  underlying  principles  may 
be  used  by  dealers  and  Service  Stations  handling  or  specializing  in 
service  on  other  makes  of  cars. 

Full  credit  is  given  the  automobile  dealers  and  Service  Stations 
who  have  assisted  in  the  preparation  of  this  book,  by  their 
valuable  suggestions.  Special  credit  is  due  Horst  &  Streiter 
Company,  Rock  Island,  Illinois;  Price  Auto  Company,  Wichita, 
Kansas;  Universal  Motor  Company,  Richmond,  Virginia;  and 
the  McMillan  Motors  Corporation,  Yonkers,  New  York. 

Charles  L.  Jones. 
111 


I 


CONTENTS. 


CHAPTER  PAGE 

I.  Service i 

II.  Selling  Service 14 

III.  Labor  Charges 58 

IV.  Service  Organization 73 

V.  Service  Station  Layouts 78 

VI.    Service  Station  Equipment 90 

VII.    Shop  Management 124 

VIII.    The  Stock  Room 151 

IX.    Handling  Claims  for  Parts  Short  or  Damaged 

IN  Shipments 165 

X.    Handling  Defective  or  Worn  Parts 169 


CHAPTER  I. 

SERVICE. 

Service  Defined. 

There  is  no  word  in  the  English  language  so  much  abused — 
particularly  as  it  is  used  in  the  automobile  trade — as  the  word 
"Service";  and  there  is  no  word  in  the  English  language  which 
means  more  to  the  purchaser  of  an  automobile  when  used  properly 
in  it's  attitude  toward  the  eflSciency  of  the  car.  It  has  generally 
been  the  case  that  the  word  "Service"  as  understood  by  auto- 
mobile dealers  is  simply  a  magnet  to  use  in  advertising,  and  more 
or  less  elastic  when  put  to  the  test  by  the  purchaser  of  a  car.  In 
other  words,  an  automobile  dealer  may  render  invaluable  service 
to  a  customer  or  he  may  make  only  a  pretense, — a  sort  of  false 
effort. 

Service  is  the  performance  of  labor  for  the  benefit  of  another. 
Automobile  dealers  are  dispensing  this  service — performing  this 
labor  for  the  benefit  of  another.  The  purchaser  of  an  automobile 
expects  to  receive  service  as  part  of  the  purchase  price,  just  as 
much  as  he  expects  to  receive  the  car.  This  service  which  the 
purchaser  is  to  receive  may  be  divided  into  two  classes;  first, 
gratis  service,  and  second,  the  service  which  he  purchases.  As  a 
general  rule  the  manufacturers'  warranty  under  which  cars  are 
sold  extends  only  to  the  replacement  of  parts  defective  in  material 
or  workmanship,  when  the  work  is  performed  in  the  dealer^ s  shop. 
It  does  not  extend  to  the  necessary  labor  required  in  connection 
with  the  replacement  of  these  parts.  As  one  of  the  obligations 
of  the  dealer's  contract  with  the  manufacturer,  and  in  order  that 
the  manufacturer  may  carry  out  its  service  policy,  the  dealer  is 
generally  required  to  perform  a  certain  amount  of  gratis  labor. 

Gratis  Service. 

The  amount  of  gratis  labor  is  one  of  the  most  perplexing 
questions  which  the  dealer  has  to  decide.  Some  dealers  consider 
that  the  expense  to  which  they  are  put  in  rendering  free  service  is 

1 


'  i 


2  SERVICE  STATION  MANAGEMENT. 

more  than  made  up  in  increased  sales.  The  amount  of  free 
service  which  a  dealer  performs,  is  something  that  he  must  decide 
for  himself,  taking  into  consideration  all  local  conditions.  As  a 
guide  in  assisting  dealers  to  determine  the  extent  to  which  they 
should  go  in  performing  gratis  labor,  the  following  suggestions 
are  made: 

1.  Within  thirty  days,  no  labor  charge  should  be  made  for 
grinding  valves,  cleaning  carbon  or  replacing  transmission  bands 
when  necessary.  A  new  owner  should  not  be  put  to  any  expense 
in  connection  with  these  items  within  thirty  days  after  delivery 
of  a  new  car. 

2.  Within  thirty  days  no  charge  should  be  made  for  the  labor 
necessary  in  replacing  parts  actually  defective  in  material  or 
workmanship. 

3.  Within  three  months'  service,  no  charge  should  be  made  for 
minor  adjustments  or  tuneups  requiring  less  than  thirty  minutes' 
time.  This  item  should  be  performed  by  the  dealer  for  any 
owner  for  the  benefit  of  the  service  as  a  whole,  regardless  of 
the  dealer  from  whom  the  car  was  purchased. 

4.  Whenever  a  car  is  driven  into  a  Service  Station  for  repairs 
it  should  not  be  allowed  to  leave  until  the  front  wheels  are  tested 
for  alignment.  Misalignment  of  wheels  increases  wear  on  tires 
and  renders  steering  difficult,  and  a  few  minutes  spent  in  testing 
and  adjusting  the  front  wheels  will  reduce  tire  expense,  and 
improve  the  running  qualities  of  the  car.  (See  chapter  on  equip- 
ment for  front  wheel  gauge.) 

Eequisites  of  Service. 

It  is  not  to  be  expected  that  the  dealer  will  maintain  a  service 
organization  for  the  purpose  of  taking  care  of  his  customers' 
cars  without  fair  remuneration,  and  service ^  as  it  is  understood 
in  the  automobile  trade,  and  which  means  far  more  to  the 
purchaser  of  an  automobile  than  any  free  service  which  the 
dealer  may  render,  consists  of  the  following: 

1.  Carrying  a  sufficient  stock  of  parts  to  meet  the  demands 
of  customers  so  that  there  will  be  no  delay,  siiould  it  be  necessary 
to  install  new  parts. 

2.  Maintaining  a  competent  staff  of  workmen  to  make  efficient 
repairs  on  a  customer's  car. 


SERVICE.  3 

3.  IV^aintaining  a  shop  equipped  with  the  proper  machinery, 
tools,  etc.,  so  that  satisfactory  work  can  be  turned  out  in  the 
shortest  possible  time. 

Service  Should  Start  Before  Car  Is  Delivered. 

A  car  should  never  be  delivered  to  the  purchaser  until  it  has 
been  thoroughly  gone  over  and  alljparts  properly  adjusted,  in 


o      N2      400 


VAN  SYCKLE  GARAGE  COMPANY 

Chech,  Test,  Delivery  and  Inspection  Tag 


Owner 

Date  Delivered. 

Model 


No. 


TKST 


P«dals 

Emergency 

Horn 

Lights 

Carbnrctor 

Motor  

Transmission 

Rear 

Steering 

Front  Wheels  Ailigoed.  ... 
Grease  in  Rear  Hub  Caps 

and  Cups 

Battery ..... 

Starter  „ _.... 

Seiterator 


CHECK. 


..    Lamps 

..    Horn 

..    Tools 

..    Curtains 

..    Top  Dust  Cover.. 

..    Lenses 

..     Mirror 

..  License  Holders . 
..    Front  Mat 

Tonncau  Mat  .... 

..    Switch  Key 

..    Oil 

Ga« 

..    Water 

Manual 


Foreman's  O.  K Date 

Received  the  above  car  and  equipment  in  good  order 

Owner , , 

Car  given  final  inspection  and  delivered  to  me  in  satii 
factory  condition 


Date. 


Owner. 


Fig.  1. 


f 


4  SERVICE  STATION  MANAGEMENT. 

fact  the  car  placed  in  first-class  running  order.  Dealers  should 
not  allow  a  new  car  to  leave  their  shop  until  the  purchaser  signs 
a  receipt  showing  that  he  has  received  the  car  in  good  order  with 
regular  equipment.  In  Fig.  1  is  shown  a  sample  of  a  tag  used 
for  this  purpose. 

This  tag  is  attached  to  the  steering  wheel,  where  it  will  be 
seen  by  the  purchaser.  The  use  of  this  tag  has  resulted  in  reduc- 
ing gratis  repairs  to  the  minimum.  Furthermore,  it  has  resulted 
in  more  satisfied  customers,  as  there  is  nothing  which  makes  a 
customer  more  dissatisfied  than  to  have  something  go  wrong, 
thereby  necessitating  a  call  to  the  Service  Station  soon  after  the 
car  has  been  delivered,  or  to  find  that  some  tools,  curtains,  or 
other  equipment  are  missing  the  first  time  he  wants  to  use  them. 
Checking  items  on  the  card  not  only  insures  the  purchaser  that 
the  car  has  all  equipment  and  is  ready  for  service,  but  also  re- 
assures the  dealer  that  all  cars  leaving  his  salesroom  floor  are  in 
good  condition,  with  all  regular  equipment. 

Fig.  2  shows  a  New  Car  Check  In  and  Delivery  ticket.  This 
ticket  serves  three  purposes:  first,  as  a  check  on  the  manu- 
facturer, that  the  car  is  received  with  all  regular  equipment; 
second,  as  a  check  on  the  dealer,  that  it  is  delivered  to  the  cus- 
tomer with  all  regular  equipment;  and  third,  as  a  check  for  the 
customer,  that  the  car  is  delivered  to  him  in  good  running  order, 
complete,  with  all  regular  equipment  and  accessories.  When  a 
new  car  is  received  from  the  factory,  this  dealer  checks  the 
regular  equipment  of  the  car  and  makes  a  note  of  any  shortages. 
The  perforated  section  is  then  torn  off  and  sent  to  the  office 
and  becomes  an  office  record,  that  the  car  is  in  the  building. 
The  tools  and  equipment  are  then  removed  from  the  car  and 
placed  in  the  new  car  stock  room.  When  the  sales  department 
notifies  the  service  department  that  the  car  is  sold,  a  tester 
takes  the  car  in  charge,  and  checks  all  mechanical  units  as  listed 
on  the  left-hand  side  of  the  ticket.  If  any  accessories  are  to  be 
installed,  the  car  is  delivered  to  the  accessory  installation  depart- 
ment, and  as  the  workman  installs  the  accessories  he  puts  a 
cross  mark  against  each  accessory  listed  on  the  back  of  the  card. 
The  car  is  then  put  on  the  delivery  floor  and  when  the  customer 
calls  for  it  the  tools  are  brought  out  and  checked  off  to  the 
customer,  the  service  man  using  the  equipment  check  out  tag 


SERVICE. 


/ 


t 


MCMILLAN   (_)        MOTORS 

CORPORATION 
NEW  CAR  CHECK  IN 

AND 

DELIVERY  TICKET 


Oitcllec'a DUcDcN. 


TEST 


EQUIPMENT 


amx  CAuroLLT 


PcdaU 

Emergency 

Horn 

LighU 

Carburetor 

Motor 

Tranimistion 

Rear  Axle 

Steering 

Front  &  Rear  Wheel* 

Batury 

Starter 

Cetera  tor 


Horn 

Curtaina 

Front  Mat 

Tonneaa  Mat 

Switch  Kaya 

Oil 

Gaa 

Jack 

Plyen 

Monkey  Wrench 

Hob  Wrench 

End  Wrench 

Spark  Plug  Wrench 

Oil  Can 

Tire  Repair  Kit 

Screw  Driver 

Pump 

Keya 


Remarks. 


Equipment  Checked  by. 
Tested  by 


NEW  CAR  CHECK  IN  TAG 

Model Motor  No. ^. 

D«t*  Rec'd , Make  of  Tii«a 

Checked  In  by ....*. ^....,. 

Assigned  to ^..... ,_ 

Remarka 


-  ^'c«"  ^«;j'J„TT'.SrT«ar»..»e'.SKfS5»,^  «co«NT««  o.,^ 


Front  side. 


O 


> 

MCMILLAN 

.*• 

■1 

MOTORS 

CORPORATION 

ACCESSOKY  INSPEenON  TICKET 

iBMftettihf                                            g*^ 

mavccTo*  a>u«r  (i*»nc  cucniur  ucm  aecceaaar.  mMi  mil*  imgc 

raotnecD  wncH  acecueur  mu  nta  wmortmvr  lavrauco 

X 

X 

Wire  Wheela 

Spar*  Tire,  Mouatcd 

Disk  Wheels 

Dash  Light 

Demountoble  Wheels 

Mirror 

Shock  Absorbers 

Dome  Light 

Snubben 

Door  Lock 

Bumper 

License  Bracket 

Lens 

Tool  Box 

Tire  Carrier 

WindshieM  Cleaner 

Steering  Wheel 

Pedal  Pads 

Column  Lock 

Cut  Out 

Motor  Meter 

Running  Board  Brace 

Speedometer 

Radiator  SheU 

Horn,  Electric 

Spot  Light 

Horn,  Hand 

Running  Board 

' 

Remarks 

McMillan  Motors  Corporation: 

G«ntl«rnen:-I  hereby  acknowledge  receipt  in  good  order 
of  the  Ford  Car  with  Standard  Equipment  as  listed  on 
elSS^^e'  '!>'•»«.  •ad  alao  the  Special  Equipment 

■CBMonMrStsaBm) 

• 

Reverse  side. 


Fig.  2. 


i 


6 


SERVICE  STATION  MANAGEMENT. 


for  this  purpose.  Then  the  card  is  turned  over  and  the  acces- 
sories checked  off  to  the  customer;  after  he  has  been  satisfied 
that  the  tool  equipment,  mechanical  equipment  and  accessories 
are  complete  he  signs  the  tag.  The  tag  is  then  delivered  to  the 
office,  where  it  is  filed.  This  method  has  saved  many  come- 
backs for  shortage  of  equipment  and  tools.  It  has  also  given  the 
dealer  an  immediate  check  on  the  manufacturer  for  any  possible 
shortage. 

Customers  Should  Be  Taught  Operation  op  Car. 
It  is  the  dealer's  duty  to  instruct  a  purchaser  in  the  care  and 
operation  of  his  car.  Some  dealers  maintain  cars  for  the  express 
purpose  of  teaching  new  owners  to  drive.  They  consider  that 
a  new  owner  will  learn  the  operation  of  the  car  much  quicker 
by  using  one  of  their  cars  than  by  using  the  car  which  he  has 
purchased,  as  he  is  not  constantly  worried  about  damaging  it. 


Leave  This  Tag  On  Your  Car  for  500  Miles  ! 


The  care  you  take  of  this  new  car  will  set  the  future  value  of  it 
Do  not  drive  over  15  to  20  miles  per  hour  for  the  first  500  miles 

at'^H  ttmZ''''"  A  r  rn  ""^  "^""^r  ^^  ^^^  ^»'  "^  ^«  '^"^  P^^P^^  level 
at  all  tunes.    Also  fill  up  and  screw  down  all  grease  cups. 

See  that  your  ammeter  shows  a  charge  at  all  times.  Call  at  a 
battery  service  station  and  have  your  battery  tested  and  flushed. 
See  that  all  nuts  and  bolts  are  kept  tight. 
VeA^^'i^a^  ^"^  trouble  call  at  our  garage  for  consultation. 
Serie  with  uT""  ^'"  **"'  ^"*  "^  ^^'"^^  "-^^  ^°"  ^»>^"'^  -^- 
THE  BRYANT  AUTOMOBILE  COMPANY 

CFiMTPA,   ,c,.«r   ^"^^'"^'^'^ ''*"'<' ^f^  "nd  Service  Station 
^^^^^-^^1±^L. 3191  WEST  25.h  S.. HARVARD  3040 


Fig.  3. 

Fig.  3  is  a  facsimile  of  a  sticker  which  dealers  should  paste 
on  the  windshield  of  all  new  cars  before  delivery,  calling  the 
owner's  attention  to  the  importance  of  following  instructions. 

Truck  Service. 
The  principles  and  practices  of  automobile  service  apply  to 
the  truck.     The  truck,  however,  is  a  machine  of  utility,  and 


SERVICE. 


Service  Stations  should  aim  to  keep  it  in  service,  as  the  loss  of  a 
few  hours  may  mean  a  loss  of  profit  to  the  owner.  In  order  to 
reduce  to  the  minimum  the  time  required  for  repairs,  some  Service 
Stations  carry  on  hand  service  units,  to  replace  similar  units 
requiring  repairs.  For  example  if  a  truck  comes  into  the  Service 
Station  for  radiator  repairs,  the  radiator  is  removed  and  a  service 
radiator  installed.  If  the  rear  axle  requires  repairs,  a  service  rear 
axle  is  installed,  etc. 

For  the  use  of  these  units  the  owner  is  charged  a  daily  rental; 
also  the  regular  charge  for  the  repairs  required  and  removing 
and  installing  the  service  units. 

Other  dealers  have  reported  very  satisfactory  results  by  re- 
placing the  units  requiring  repairs  with  used  or  repaired  units 
on  an  exchange  basis  sufficient  to  cover  the  cost  of  repairs  to  the 
unit  removed  from  the  car.  For  example:  a  carburetor  could 
be  exchanged  at,  say,  $2.00,  which  would  probably  cover  the 
expense  of  repairing  the  one  removed  from  the  car,  and  this 
carburetor  in  turn  repaired  and  used  for  future  replacements. 

The  latter  policy  is  probably  more  advantageous  to  the  owner, 
as  it  saves  the  necessity  of  returning  to  the  Service  Station  to 
have  the  loaned  parts  removed  and  the  repaired  ones  installed. 

It  has  not  been  found  practicable,  as  a  general  rule,  for  Service 
Stations  to  carry  service  motors  for  exchange  purposes.  In  the 
first  place  the  expense  involved  in  making  the  double  exchange, 
which  must  be  borne  by  the  customer,  makes  the  proposition 
less  attractive  than  in  the  case  of  units  where  the  cost  of  removing 
and  installing  is  less.  Furthermore,  the  service  motor  may  be  a 
particularly  snappy  one,  or  the  customer  may  imagine  that  it  is 
better  than  his  own  motor,  and  in  such  cases  he  will  invariably 
demand  that  the  service  motor  be  left  in  the  truck,  or  will  delay, 
on  one  pretext  or  another,  to  drive  into  the  Service  Station  for 
the  exchange. 

Tractor  Service. 
The  tractor,  like  the  truck,  is  a  utilitarian  machine.  It 
naturally  follows  that  service  on  the  tractor  must  be  more 
prompt  and  efficient  than  on  the  automobile.  Dealers  should 
realize  that  the  loss  of  a  few  days,  and  at  times  even  a  day,  to  a 
farmer,  may  mean  a  difference  between  a  good  and  an  indifferent 
crop,  or  possibly  no  crop  at  all.  The  tractor  can  be  likened  to 
2 


8 


SERVICE  STATION  MANAGEMENT. 


one  of  the  production  machines  in  a  great  factory.  If  the 
machine  breaks  down,  production  stops  and  profits  cease  until 
repairs  are  made.  Many  farmers  are  now  depending  almost 
entirely  on  their  tractors  for  the  production  of  their  crops,  and 
the  time  will  no  doubt  come  when  they  will  all  adopt  power 
farming.  The  proximity  of  that  day  depends  in  a  large  measure 
upon  the  class  of  service  rendered  by  the  tractor  dealers. 

Preparing  the  Tractor  for  Delivery. 

The  owner  of  a  new  car  is  always  cautioned  not  to  drive  above 
15  to  25  miles  per  hour,  and  maintain  an  oil  level  above  normal 
during  the  first  500  miles  that  the  car  is  operated.  By  doing  this 
the  different  parts  gradually  find  themselves  and  a  more  satis- 
factory operating  car  is  the  result.  The  same  general  rule 
applies  to  the  tractor.  A  great  deal  of  difficulty  may  be  avoided 
in  tractor  operation  by  using  care  in  breaking  in  a  new  machine. 
This  responsibility  rests  largely  with  the  dealer  and  it  will  pay  him 
to  make  a  thorough  study  of  it  in  order  to  reduce  the  service  cost 
later.  In  view  of  this  fact,  it  is  advisable  for  dealers  to  allow  the 
engine  to  run  idly  at  from  600  to  800  r.p.m.  for  possibly  three  or 
four  hours  before  delivering  the  tractor  to  the  purchaser.  The 
extra  expense  incurred  by  this  operation  is  more  than  offset 
later  on  by  a  reduction  in  the  number  of  service  calls. 

Instructions  to  New  Tractor  Owners. 

When  delivering  a  tractor  the  dealer  should  call  the  owner's 
particular  attention  to  the  following  points  in  the  operation  and 
care  of  the  machine;  a  close  adherence  to  these  rules,  on  the 
part  of  the  operator,  will  prolong  the  life  of  the  tractor,  saving 
both  time  and  money: 

1.  The  importance  of  correct  lubrication  cannot  be  too  strongly 
impressed  on  tractor  drivers.  The  proper  grades  of  oil  must  be 
used  in  the  motor  and  transmission.  Motor  oil  must  never  be 
used  in  the  transmission.  The  proper  oil  level  must  be  main- 
tained at  all  times.  Do  not  forget  that  lubricating  oil  wears  out 
and  gets  dirty  and  should  be  replaced  frequently.  Clean  oil  will 
protect  the  motor  bearings  and  cut  down  spark  plug  trouble. 

2.  It  is  very  important  that  the  air  washer  be  properly  filled 


SERVICE. 


0 


with  water  at  all  times.  If  due  precaution  is  used  in  filling  and 
cleaning  the  air  washer  at  frequent  intervals,  not  only  will  the 
life  of  the  motor  be  lengthened,  but  its  power  increased. 

3.  The  drawbar  cap  is  provided  for  your  convenience  in  hitch- 
ing. Always  hitch  to  this  drawbar  cap.  Do  not  hitch  a  chain 
or  rope  around  the  rear  axle  housing  under  any  circumstances. 
When  pulling  a  heavy  load,  or  in  case  the  tractor  becomes  mired, 
be  sure  to  keep  your  foot  on  the  clutch  pedal.  Do  not  race  the 
motor  or  let  the  clutch  in  suddenly,  as  this  might  lift  the  front 
end  of  the  tractor  off  the  ground.  Should  this  happen,  release 
the  clutch  immediately.  This  will  bring  the  front  wheels  back 
to  the  ground  at  once.  If  the  tractor  should  become  mired, 
always  pull  out  in  low  gear. 

4.  One  of  the  worst  abuses  that  can  be  given  a  tractor  is  by 
racing  the  motor.  Drivers  must  avoid  this  at  all  times.  The 
proper  speed  to  run  the  motor  is  1,000  r.p.m.  This  will  give  the 
tractor  the  correct  working  speeds.  When  the  motor  is  idling 
cut  the  speed  down  as  low  as  possible  and  retard  the  spark; 
when  starting  do  not  speed  the  motor  to  heat  up  the  vaporizer 
quickly.  This  is  destructive  to  the  tractor  and  will  not  accom- 
plish the  purpose. 

5.  Do  not  attempt  to  engage  or  disengage  gears  until  clutch 
pedal  has  been  pushed  down  all  the  way,  nor  while  the  tractor 
is  in  motion.  When  changing  the  gears,  if  the  clutch  is  not 
entirely  disengaged,  the  teeth  on  the  gears  will  not  mesh  readily 
and  there  is  danger  of  breaking  off  the  edges  of  the  teeth;  so  that 
in  time  they  will  not  remain  in  mesh.  Always  close  the  throttle 
to  slow-down  motor  when  shifting  gear. 

6.  Do  not  run  the  tractor  downhill  with  the  gears  in  neutral 
or  with  the  clutch  released.  Engage  the  gears  either  in  low  or 
intermediate  speed,  and  use  the  throttle  to  govern  the  speed 
of  the  motor.  In  low  gear  for  every  revolution  made  by  the 
rear  wheels,  the  motor  must  turn  85  times,  which  acts  as  an 
effective  brake. 

7.  If  the  motor  develops  a  knock,  it  is  important  that  the  cause 
be  investigated  at  once  and  corrected.  If  not  corrected  it  be- 
comes more  pronounced,  thereby  causing  lack  of  power,  and  tends 
to  shorten  the  life  of  the  motor.  Never  attempt  to  continue 
work  with  the  tractor  when  the  motor  fires  only  in  two  or  three 


10 


SERVICE  STATION  MANAGEMENT. 


cylinders.    Besides  losing  power  and  wasting  fuel,  it  causes  raw 
kerosene  to  get  into  the  crankcase,  thinning  the  lubricating  oil. 

When  Service  on  the  Tractor  Should  Start. 

The  dealer  should  not  only  carefully  prepare  the  tractor  for 
delivery  and  thoroughly  instruct  the  new  owner,  as  outlined 
above,  but  should  send  a  competent  tractor  man  to  the  field,  with 
the  tractor,  with  instructions  not  to  leave  until  the  farmer  has 
been  fully  instructed,  not  only  in  the  operation  of  the  tractor, 
but  in  the  making  of  minor  adjustments,  proper  lubrication  and 
care  of  the  air-washer.  For  the  first  month  or  six  weeks  after 
the  tractor  is  sold,  the  tractor  service  man  should  call  on  the 
owner  every  week,  making  such  minor  adjustments  to  the  tractor 
as  are  necessary  to  keep  it  in  first-class  running  order,  and  to 
see  that  the  farmer  understands  just  how  to  lubricate,  care  for 
the  air-washer,  etc.  The  tractor  is  a  heavy  duty  machine,  and 
the  owner  should  be  advised  of  the  importance  of  keeping  the 
bearings  tight  and  all  parts  in  proper  adjustment,  in  order  to  get 
the  highest  degree  of  satisfaction  from  the  machine;  also  to 
prevent  damage.  Tractor  dealers  should  bear  in  mind  that  the 
best  service  call  is  the  one  that  is  made  before  repairs  or  adjust- 
ments are  necessary.  All  such  calls  should  be  considered  not 
merely  service  calls,  but  sales  opportunities.  The  service  that 
the  dealer  renders  will  determine  whether  or  not  the  next  tractor 
pm^chased  by  that  farmer  will  be  of  the  same  kind  as  the  one  just 
sold  to  him.  Furthermore,  the  service  rendered  by  the  dealer 
will  determine  whether  or  not  neighboring  farmers  will  purchase 
that  make  of  tractor. 

Requisites  op  Tractor  Service. 

The  Service  Station  should  carry  a  stock  of  repair  parts  suflBi- 
cient  to  take  care  of  the  requirements  in  its  particular  locality. 
Although  there  may  be  only  two  or  three  tractors  in  the  territory, 
yet  if  the  Service  Station  does  not  have  in  stock  the  repair  parts 
when  required,  the  chances  of  selling  more  tractors  are  lessened. 

The  following  is  an  actual  example:  A  tractor  owner  called 
upon  a  local  dealer  for  a  repair  part  and  was  advised  that  he  did 
not  have  it  in  stock,  but  would  order  it  from  the  factory.  In  the 
course  of  a  week  or  ten  days  the  farmer  received  a  formal  ac- 


SERVICE. 


11 


knowledgment  from  the  factory,  stating  that  his  order  had  been 
received  and  would  be  filled  in  due  course.  This  happened 
during  the  plowing  season  and  the  farmer  was  deprived  of  the 
use  of  his  tractor  when  it  was  most  needed.  This  farmer  vowed 
that  he  would  never  purchase  another  tractor  of  this  make,  or  a 
tractor  of  any  make  from  this  dealer. 

The  dealer  should  have  competent  mechanics  to  repair  the 
tractors  when  necessary  and  should  also  be  equipped  with  tools, 
machines,  jigs,  fixtures,  etc.,  to  make  any  repairs  that  may  be 
required.  Much  of  the  tractor  repairing  will  be  performed  in 
the  farmer's  field  and  the  dealer  should  have  a  service  car  or 
truck  equipped  with  an  arbor  press,  rest  plates,  etc.,  so  that  he 
can  remove  and  install  any  bearings,  gears,  etc.,  in  the  field. 

Every  man  in  the  dealers'  service  organization  should  not  only 
understand  the  care  and  operation  of  the  tractor,  but  also  the 
care  and  adjustment  of  the  implements  used  with  it.  A  tractor 
dealer  recently  made  a  miserable  failure  of  a  demonstration  held 
at  a  prospect's  farm.  It  naturally  followed  that  the  farmer 
did  not  purchase  the  tractor.  A  road  man  from  the  home  office 
of  this  tractor  manufacturer  shortly  afterward  made  this  town 
and  learned  of  the  dealer's  failure.  He  immediately  got  in 
touch  with  both  dealer  and  farmer  and  after  much  persuasion, 
succeeded  in  obtaining  the  farmer's  consent  to  hold  another 
demonstration.  The  tractor  used  in  the  previous  demonstration 
was  taken  to  the  farm,  but  before  starting  the  demonstration, 
the  plows  were  carefully  gone  over  and  adjusted.  The  demon- 
stration was  a  complete  success  and  not  only  the  prospect  on 
whose  farm  the  demonstration  was  held  purchased  a  tractor, 
but  the  neighboring  farmer  also  bought  one.  The  failure  of  the 
first  demonstration  was  due  not  to  the  tractor  but  to  the  improper 
adjustment  of  the  plow.  This  plainly  shows  the  importance  of 
the  service  men  understanding,  not  only  the  operation  and 
adjustment  of  the  tractor,  but  also  the  adjustment  and  operation 
of  the  implements  which  go  with  it. 

Opportunities  of  Profit  from  Tractor  Service. 

The  tractor  is  today  in  the  same  stage  of  development  that 
the  automobile  was  ten  or  fifteen  years  ago.     In  those  days 


12 


SERVICE  STATION  MANAGEMENT. 


dealers  often  threatened  to  give  up  their  contracts,  and  some- 
times did  give  them  up,  due  to  the  free  service  that  they  were 
obliged  to  give.  The  dealers  that  rendered  this  service  and 
assisted  in  the  development  of  the  automobile,  have  made 
splendid  progress.  The  same  will  be  true  of  the  tractor.  The 
gratis  service  that  is  required  on  the  tractor  is  not  nearly  as 
much  as  was  required  on  the  automobile  in  the  same  stage  of 
development,  and  the  dealers  and  Service  Stations  that  assist 
the  manufacturer  in  rendering  service  on  the  tractor  now,  will 
find  that  as  time  goes  on  their  profits  on  the  tractor  service  will 
be  equal  to  and  perhaps  greater  than  the  profits  from  automo- 
bile service. 

Battery  Service. 

Although  automobile  dealers  and  Service  Stations  do  not  as  a 
general  rule  handle  battery  service,  still  they  should  cooperate 
with  the  battery  manufacturers  in  rendering  service  to  owners. 
Before  delivering  a  car,  or  truck,  equipped  with  a  starting  and 
lighting  system  to  the  owner,  the  Service  Station  should  make 
sure, 

1.  That  the  battery  is  firmly  secured  in  place. 

2.  That  the  wire  connections  are  tight  and  clean. 

3.  That  the  electrolyte  tests  to  the  proper  strength. 

4.  That  the  solution  electrolyte  is  at  the  proper  level  and  that 
the  filling  plugs  are  tight. 

Before  allowing  the  purchasers  to  drive  away,  the  Service 
Station  should  be  sure  that  they  are  furnished  with  a  manual 
containing  battery  instructions,  and  call  their  particular  attention 
to  the  following  items  relative  to  the  care  of  the  battery: 

1.  Add  nothing  but  distilled  or  pure  water.  Do  this  often 
enough  to  keep  the  plates  covered,  and  in  freezing  weather  do 
not  add  the  water  until  just  before  using  the  battery. 

2.  Keep  the  filling  plugs  and  connections  tight  and  the  top 
of  the  battery  clean.  Wiping  the  battery  with  a  rag,  moistened 
with  ammonia  solution,  will  counteract  the  effect  of  any  of  the 
solution  which  may  be  on  the  outside  of  the  battery. 

3.  Have  hydrometer  readings  taken  frequently  at  any  time 
except  just  after  adding  water. 


SERVICE. 


13 


4.  If  repairs  are  necessary,  take  the  battery  to  a  skilled  battery 
service  man;    do  not  entrust  the  battery  to  inexperienced  or 

unskilled  hands. 

5.  Inform  the  purchaser  where  he  may  find  the  nearest  Service 
Station  rendering  service  on  the  particular  make  of  battery. 
If  the  station  is  near  at  hand,  advise  him  to  take  the  car  there 
at  once  so  that  the  battery  may  be  tested  and  its  installation 
further  checked. 


CHAPTER  II. 
SELUNG  SERVICE 

Selling  Service  Defined. 

Today  we  speak  of  selling  service,  not  giving  it.  Service  can 
be  sold  just  the  same  as  any  other  article  of  merchandise.  It 
naust  and  should  be  sold  like  furniture,  groceries,  etc.,  the  only 
difference  being  that  when  selling  furniture  or  groceries  you  offer 
the  customer  something  that  he  can  see  and  lay  his  hands  on, 
whereas  in  selling  service,  you  do  not  have  anything  tangible 
for  him  to  look  at.  The  problem  is  to  make  the  customer 
realize  that  you  have  something  concrete  to  sell  him. 

Requisites  of  Selling  Service. 

J  The  most  important  requisites  of  service,  from  a  selling  stand- 
int,  are  courtesy  and  satisfactory  workmanship^  The  Service 
Station  that  has  established  a  reputation  in  the  community  for 
courteous  treatment  of  customers,  and  the  satisfactory  handling 
of  all  work  entrusted  to  it,  will  have  no  trouble  in  selling  service.V 
Every  employe  in  the  dealer's  organization  should  be  courteous 
to  customers  at  all  times.  Without  customers,  there  would  be 
no  business.  Therefore,  the  most  important  thing  is  the  cus- 
tomer. If  a  customer  enters  a  Service  Station  he  is  coming  to 
give  it  his  patronage,  and  is  entitled  to  courteous  treatment 
from  every  member  of  the  organization.  He  may  be  abusive 
and  he  may  have  a  seenaingly  unreasonable  demand,  but  the 
employe  is  not  there  to  change  his  disposition,  he  is  there  to 
serve  him,  to  fill  his  wants. 

Service  Stations  should  turn  out  such  high-class  work  that 
customers,  when  in  need  of  service,  would  not  think  of  going  any 
place  else.  In  fact,  the  Service  Station  should  strive  to  make 
every  customer  its  service  salesman.  Some  of  the  most  successful 
Service  Stations  have  given  explicit  instructions  to  their  em- 
ployes that  no  customer  is  to  be  allowed  to  leave  their  place  of 
business  until  every  reasonable  effort  is  made  to  satisfy  him. 

14 


SELLING  SERVICE. 


15 


In  fact,  if  the  employe  is  unable  to  satisfy  the  customer,  a 
meeting  is  to  be  arranged  with  the  manager  before  allowing  him 
to  leave. 

Possibilities  of  Profits  from  Service. 

Automobile  manufacturers  have  been  turning  out  cars  during 
the  past  two  years  in  such  astounding  numbers  that  the  demand 
for  service  has  far  exceeded  the  supply.  The  cry  of  automobile 
owners  is  "Service,"  "Where  can  we  get  Service?"  (The  possi- 
bilities of  increasing  the  profits  from  service  are  limited  only  by 
the  ability  of  the  Service  Station  to  secure  and  retain  its  cus- 
tomers, by  satisfactorily  handling  their  business.)  If  a  customer's 
repair  business  is  retained  through  a  period  of  five  years,  the  net 
profit  on  this  business  will  amount  to  approximately  as  much 
as  the  profit  on  the  sale  of  a  new  car.  It  is  obvious  then,  that 
the  loss  of  a  customer  means  the  loss  of  profit  equal  to  the  profit 
on  the  sale  of  a  car  .J  A  dealer's  gross  profit  on  the  sale  of  parts 
alone  amounts  to  nearly  one  third  of  his  gross  profits  on  car 
sales.  With  an  annual  production  of  more  than  1,000,000  cars 
and  200,000  tractors,  the  Ford  service  business  alone  will  increase 
to  wonderful  proportions  within  the  next  few  years.  For  the 
purpose  of  this  chapter,  Selling  Service  will  be  divided  into,  first, 
the  sale  of  parts,  and,  second,  the  sale  of  repair  labor. 

Only  Genuine  Parts  Should  be  Handled. 

The  dealer  and  Service  Station  should  handle  only  genuine 
parts.  The  success  of  any  merchant  depends  largely  upon  the 
reputation  he  establishes  for  fair  and  honest  dealing.  (There  is 
nothing  that  will  undermine  his  standing  more  quickly  than 
the  substitution  of  imitation  goods  in  place  of  the  genuine  article/ 
The  automobile  dealer  who  destroys  the  confidence  of  his  cus- 
tomers, by  seUing  "pirate"  parts,  is  foUowing  a  policy  which  is 
bound  to  result  in  the  loss  of  trade.  Possibly  some  Service 
Stations  do  not  realize  that  they  are  doing  their  customers  a 
positive  injury  in  substituting  "pirate"  parts,  as  they  do  not 
appreciate  the  difference  in  the  serviceability  of  forgings  made 
of  vanadium  alloy  steel  as  compared  with  the  ordinary  untreated 
steel  or  between  malleable  iron  castings  and  those  made  of  com- 
mon gray  iron.    The  engineering  departments  of  the  automobile 


16 


SERVICE  STATION  MANAGEMENT. 


manufacturers  have  made  an  exhaustive  study  of  the  relative 
strength  and  fitness  of  all  materials  entering  into  the  construc- 
tion of  their  cars. 

Is  it  reasonable  to  believe  that  anything  just  as  good  can  be 
sold  for  less  money?  The  inferiority  of  some  repair  parts  that 
are  being  offered  at  low  prices  may  be  understood  when  it  is 
known  that  certain  jobbing  houses  are  buying  up  faulty  material 
that  has  been  rejected  by  automobile  manufacturers.  It  is 
a  fact  that  manufacturers  who  make  a  practice  of  selling  this 
low-grade  material  to  jobbing  houses  are  unwilling  to  have  it 
bear  their  trade  mark,  or  let  it  be  known  that  they  are  engaged 
in  selling  goods  of  questionable  value. 

The  possible  loss  of  a  good  customer  for  the  sake  of  a  few  cents 
extra  profit,  which  might  have  been  gained  by  deception,  is  a 
risk  that  no  good  business  man  can  afford  to  take.  The  success 
of  an  automobile  dealer,  or  Service  Station,  in  any  locality,  de- 
pends upon  maintaining  the  reputation  of  the  car  as  a  reliable 
product.  If  a  breakdown  or  serious  accident  occurs  as  a  result 
of  the  substitution  of  a  vital  part,  it  is  a  reflection  on  the  car. 
The  public  condemns  the  car  as  unreliable,  not  the  manufac- 
turer of  the  inferior  part.  For  the  protection  of  future  busi- 
ness, the  dealer  should  take  every  opportunity  to  educate  the 
car  owner  to  insist  upon  genuine  parts,  not  only  as  a  matter  of 
serviceability,  but  personal  safety.  Dealers  should  not  hesitate 
to  advertise  the  fact  that  they  are  using  genuine  parts,  so  that 
theur  position  may  be  thoroughly  understood  by  the  public. 

Genuine  repair  parts  are  made  simultaneously  with  factory  pro- 
duction, and  it  is  the  volume  of  parts  produced  which  makes 
such  low  prices  possible.  Genuine  parts  are  sold  at  as  low  a 
price  as  the  cost  of  material  and  labor  will  permit.  It  is  impos- 
sible for  outside  manufacturing  concerns  with  only  a  limited 
production  to  sell  repair  parts  of  the  same  quality  at  as  low  a 
price  as  genuine  parts  are  sold.  If  imitation  parts  are  offered 
at  a  lower  price,  it  is  for  the  reason  that  the  material  and  work- 
manship is  not  equal  to  that  put  into  the  genuine  parts. 

The  following  convincing  examples  may  be  used  by  Ford  parts 
salesmen  to  prove  that  imitation  parts  are  not  equal  to  genuine 
Ford  parts  should  they  be  confronted  with  the  statement  that 
certain  "pirate"  parts  are  cheaper. 


SELLING  SERVICE. 


17 


The  Axle  Shaft. 


Genxiine  Ford  Asle 
Shaft. 


Compositioii Chrome  vanadium  steel. 

Tensile  strength 170,000  lbs.  per  sq.  in. 

Elastic  limit 160,000  lbs.  per  sq.  in. 

Reduction  of  area 55  per  cent. 

Hardness 320 

Difference  in  the  market  price  of  vanadium  and  carbon 

Cost  of  heat-treating  vanadium  steel 

Extra  cost  in  machining  vanadium  steel 


Counterfeit  Axle 
Shaft. 

Carbon  steel. 

45,000  lbs.  per  sq.  in. 

40,000  lbs.  per  sq.  in. 

50  per  cent. 

100 

steel  ....  7  c.  per  lb. 


2  c.    " 
Ic.    " 


Total 10  c.  per  lb. 

The  weight  of  an  axle  shaft  is  eight  pounds,  making  the  total 
cost  of  a  genuine  Ford  axle  shaft  80  c.  more  than  a  counterfeit 
shaft.  Furthermore,  tests  have  proved  that  the  average  life 
of  a  vanadium  shaft  is  three  times  that  of  a  carbon  steel  shaft. 

The  Spindle  Arm. 

The  tensile  strength  of  the  genuine  vanadium  steel  spindle  arm 
is  over  100  per  cent,  more  than  that  of  the  counterfeit  machine 
steel  part.  Two  arms  were  submitted  to  shock  and  the  counter- 
feit arm  broke  as  shown  in  Fig.  4,  A,  at  a  pulling  force  equivalent 
to  11,425  pounds  applied  to  a  cross  section.  The  same  pulling 
force  applied  to  a  corresponding  cross  section  of  a  genuine  Ford 
epindle  arm  did  not  even  change  its  original  size  nor  shape.  Fig. 
4,  B.     In  order  to  separate  the  genuine  spindle  arm  it  was 


Fig.  4. 


necessary  to  apply  a  pulling  force  of  25,000  pounds.  The  spindle 
arm  is  one  of  the  vital  parts  entering  into  the  control  of  a  car, 
and  by  using  spurious  parts  in  such  places,  Ford  owners  are 
risking  lives  and  property. 


18 


SERVICE  STATION  MANAGEMENT. 


Cdl  Unit  Vibrator. 

Genuine  Ford  vibrators  are  of  Annitage  Plate  Spring  Steel, 
heat-treated  to  bring  out  the  resiliency  and  tension  required  for 
the  work  they  perform.  The  grain  in  the  metal  runs  lengthwise 
of  the  vibrator,  thus  increasing  its  resiliency  and  practically  doing 
away  with  breakage  from  crystallization. 

Genuine  vibrators  are  equipped  with  high-grade  tungsten 
points  assembled  by  a  special  process  so  that  they  are  not 
damaged  in  this  operation. 

Counterfeit  vibrators  are  generally  of  a  very  inferior  grade  of 
spring  steel.  These  vibrators  are  liable  to  break  from  crystalliza- 
tion due  to  the  poor  material,  also  the  fact  that  the  grain  in  the 
metal  invariably  runs  crossways.  Most  of  these  vibrators  are 
equipped  with  a  poor  quality  tungsten  point  assembled  by 
riveting.  This  process  detracts  from  the  life  and  efl&ciency  of 
the  point. 

A  vibrator  of  proper  resiliency  and  tension  equipped  with  a 
high-grade  tungsten  point  is  necessary  for  a  smooth-running 
motor.  Vibrators  made  of  an  inferior  grade  of  spring  steel, 
equipped  with  a  poor  quality  tungsten  point,  will  not  only 
permanently  injure  the  unit,  but  will  also  cause  a  weak,  irregular 
spark,  hence  uneven  running  of  the  motor. 

The  Drive  Shaft  PLnion. 

The  drive  shaft  pinion  is  one  of  the  most  vital  parts  in  the 
Ford  car.  The  heavy  service  required  of  this  small  pinion 
necessitates  greater  care  in  its  manufacture  than  any  other  part 
of  the  car. 

Ford  drive  shaft  pinions  are  made  of  vanadium  steel  forging? 
which  are  specially  heat-treated  to  give  them  the  necessary 
tensile  strength  and  toughness. 

A  comparative  analysis  was  recently  made  of  a  genuine  and 
an  imitation  pinion.  By  applying  the  pressure  test,  viz. :  driving 
a  wedge  through  the  bore  of  the  pinion,  the  imitation  pinion 
broke  at  22,000  pounds,  while  50,000  pounds  pressiu-e  was  re- 
quired to  break  the  genuine  pinion.  This  test  shows  that 
vanadium  alloy  pinions  have  more  than  twice  the  strength  of 
imitation  pinions,  which  are  usually  machined  from  carbon  steel 
bars. 


SELLING  SERVICE. 


19 


Furthermore,  particular  care  must  be  exercised  in  the  process 
of  machining  to  make  the  pinion  roll  properly  with  the  large 
drive  gear.  The  matter  of  properly  case-hardening  the  teeth 
of  the  pinion  to  withstand  constant  wear  is  equally  important. 

What  is  true  of  a  drive  shaft  pinion  as  to  comparative  tensile 
strength,  serviceability,  etc.,  applies  in  a  relative  degree  to  the 
other  rear  axle  gears. 

Any  accessory  house  that  sells  cheap  imitation  gears,  and  any 
repair  shop  that  installs  them  for  the  sake  of  making  a  little 
extra  profit,  is  doing  Ford  owners  a  grave  injustice.  Misleading 
practice  of  this  kind  is  a  serious  reflection  on  the  honesty  and 
character  of  the  concern  engaged  in  such  business. 

The  Connecting  Rod. 

Genuine  connecting  rods  are  made  from  vanadium  steel 
forgings,  with  bearings  of  high  pressure  babbitt  containing  not 
less  than  85  per  cent.  tin.  This  high  quality  babbitt,  together 
with  our  special  casting  method,  imparts  to  the  bearing  a  Brinnell 
hardness  of  30,  capable  of  withstanding  heavy  wear. 

Imitation  connecting  rods  are  generally  made  from  carbon 
steel  forgings,  which  are  inadequate  to  bear  the  constant  side 
stresses  imposed  on  a  connecting  rod.  The  result  is  a  bent  rod 
and  a  knock  in  the  motor.  The  bearings  are  usually  of  hardened 
lead  babbitt  with  a  Brinnell  hardness  of  only  20,  which  is  not 
sufficient  for  a  bearing  subject  to  heavy  service.  It  is  also 
a  fact  that  some  of  the  manufacturers  of  imitation  connecting 
rods  use  refuse  babbitt  obtained  from  scrap  dealers  who  purchase 
this  material  from  our  factory  or  branches.  Connecting  rods 
of  this  type  are  absolutely  unfit  for  service  in  the  Model  T 
motor. 


Spindle  Cones. 

Analysis  of  some  spurious  cones  showed  that  they  were  made 
of  common  machine  steel,  hardened  by  the  cyanide  process. 
As  machine  steel  is  a  soft  grade  of  steel,  and  cyaniding  hardens 
only  to  a  slight  depth,  these  cones  present  a  thin  crust  on  the 
outer  surface  with  a  soft  interior,  rendering  them  entirely 
inadequate  to  withstand  the  rolling  effect  of  the  ball  bearings  in 
the  Model  T  car. 


H 


20 


SERVICE  STATION  MANAGEMENT. 


Genuine  Ford  cones  are  turned  from  tool  steel  forgings, 
hardened  and  drawn  after  they  have  been  machined.  Tool 
steel  contains  less  impurities  than  machine  steel  and  consequently 
has  greater  tenacity.  In  addition,  the  tool  steel  is  hammered,  or 
forged,  increasing  its  density,  making  it  impervious  to  ordinary 
use.  Hardening  these  forgings  is  a  deUcate  operation,  requiring 
the  utmost  vigil,  as  a  slight  rise  in  temperature  will  "burn"  them 
and  a  "fall"  will  fail  to  give  the  proper  hardness.  To  insure 
the  desired  heat  being  maintained,  the  temperature  is  continually 
watched  by  means  of  an  instrument  board,  and  the  slightest 
deviation  is  instantly  reported  to  the  furnace  operator  by  means 
of  a  system  of  lights.  Equal  care  must  be  exercised  in  quenching 
to  prevent  distortion.  After  the  hardening,  any  strain  in  the 
metal  is  relieved  by  "drawing"  the  cones  in  hot  oil.  Fig.  5 
shows  a  genuine  Ford  cone,  marked  with  the  Ford  script. 


Fig.  5. 
The  Spring. 

Gentiine  Ford  Spring.  Imitation  Spring. 

Composition Chrome  vanadium  steel.    Carbon  steel. 

Tensile   strength   per   square 

inch 210,000  pounds.  130,000  poimds. 

Elastic  limit  per  square  inch.  .200,000  pounds.  115,000  pounds. 

Brinnell  hardness 415  to  460.  241  to  244. 

Broke  imder  Olsen  testing  ma- 
chines at 60,000  revolutions.  26,000  revolutions. 

The  various  limits  on  the  imitation  springs  do  not  conform 
to  the  specifications  on  the  genuine  Ford  springs  which  were 
designed  for  the  Model  T  car.  Taking  all  these  facts  into  con- 
sideration, it  naturally  follows  that  imitation  springs  will  not 
stand  the  same  amount  of  wear  and  tear  as  genuine  Ford  springs. 

Handling  of  Accessohies. 

Automobile  dealers  should  not  carry  any  accessories  the  in- 
stallation of  which  changes  the  design  of  the  car,  or  converts 
it  into  purposes  for  which  it  was  not  intended.     One  of  the 


SELLING  SERVICE. 


21 


\ 


responsibilities  of  the  dealer  in  return  for  the  opportunity  given 
him  to  reahze  a  profit  on  his  contract,  is  to  see  that  all  cars  in 
his  territory  give  proper  service. 

This  cannot  be  carried  out  when  parts  are  installed  in  the  car 
which  change  the  design  adopted  by  the  engineers,  or  which 
enable  the  owners  to  use  the  car  for  purposes  other  than  that  for 
which  the  car  was  originally  intended.  Dealers  and  Service 
Stations  are  doing  the  manufacturers  a  positive  injustice  by 
investing  money  in  useless  accessories  simply  on  account  of  the 
large  discounts  that  are  allowed.  If  these  accessories  are  not 
sold,  it  means  a  distinct  loss  to  the  dealer,  while  regular  parts 
are  generally  returnable,  at  current  prices.  Dealers  and  Service 
Stations  will  find  that  their  profits,  when  carrying  an  ample 
stock  of  such  parts,  are  much  larger  than  when  obliged  to  limit 
their  stock  of  regular  pirts  in  order  to  handle  accessories. 

Opportunities  of  the  Stock  Clerk. 

The  stock  clerk  selling  parts  over  the  counter  is  in  a  position 
to  increase  the  profits  of  the  business  to  a  great  extent,  or,  on  the 
other  hand,  he  may  cause  the  loss  of  many  sales.  Should  the 
supply  of  a  certain  part  be  exhausted,  the  stock  clerk  should 
never  let  the  customer  go  away  with  a  statement  something  like 
this:  "We  have  these  parts  on  order  but  they  haven't  reached 
us."  The  following  is  an  example  of  carelessness  in  this  respect: 
A  customer  called  at  a  dealer's  place  of  business  for  a  rear  spring 
main  leaf,  and  was  told,  "Sorry,  but  we  are  just  out  of  that  part." 
No  effort  was  made  to  send  to  a  neighboring  dealer  for  the  part, 
or  to  dismantle  one  of  the  rear  springs  which  the  dealer  had  on 
hand.  A  customer  should  never  be  allowed  to  leave  without  the 
part  he  wants,  if  it  is  at  all  possible  to  obtain  it,  even  to  the 
extent  of  dismantling  a  complete  assembly.  If  it  is  impossible 
to  obtain  the  part  wanted  in  this  manner  then  a  telegram  should 
be  sent  calling  for  an  express  shipment.  Indifference  of  this 
kind  on  the  part  of  the  stock  clerk  is  a  serious  reflection  on  the 
reputation  of  the  dealer  for  service.  A  vast  amount  of  good  will 
may  be  either  gained  or  lost  through  either  service  or  the  lack  of 
it  at  the  stock  counter.  The  stock  clerk  should  not  only  be  a 
good  salesman,  but  he  should  also  be  a  mechanic  who  thoroughly 
understands  the  repair  of  the  car.    He  should  not  be  satisfied  in 


22 


SERVICE  STATION  MANAGEMENT. 


SELLING  SERVICE. 


23 


ii 


simply  handing  out  the  parts  that  the  customer  asks  for,  but  he 
should  understand  the  repair  of  the  car  to  such  an  extent  that  he 
knows  just  what  parts  are  necessary  when  replacing  other  parts. 
For  instance,  if  a  customer  comes  in  and  inquires  for  a  front  hub, 
it  should  be  pointed  out  that  in  removing  the  old  hub,  the  bolts 
were  probably  peened  over  and  that  new  hub  bolts  and  nuts  are 
necessary  in  that  case.  If  the  customer  purchases  valves,  a 
valve  grinder  and  valve  grinding  compound  should  be  suggested. 
The  alert  stock  clerk  having  a  thorough  knowledge  of  the  repair 
of  the  car  can  increase  the  parts  sales  to  a  large  extent.  In 
addition  to  the  increase  in  profits  by  this  method,  better  satisfied 
customers  are  the  result.  The  customer  who  is  saved  a  trip 
back  for  a  certain  part  due  to  the  thoughtfulness  of  the  stock 
salesman  becomes  a  satisfied  customer. 

Selling  at  Wholesale. 

In  extending  service  to  owners,  the  garage  is  serving  the  dealer, 
as  well  as  the  automobile  manufacturer.  Therefore,  it  is  impor- 
tant that  an  effort  be  made  to  assist  the  garage  in  doing  work 
that  will  be  satisfactory  to  ownei's.  It  is  the  satisfaction  that 
owners  derive  from  the  use  of  their  machines  regardless  as  to 
who  makes  the  repairs,  that  means  more  or  less  car  sales  in  a 
dealer's  particular  territory. 

For  the  reason  that  such  a  large  percentage  of  owners  de- 
pend upon  outside  shops,  dealers  should  cooperate  with  the 
garages,  rather  than  work  against  them.  The  outside  shops  are 
entitled  to  the  same  consideration  from  dealers  that  the  dealers 
receive  from  the  automobile  manufacturers.  The  little  garage 
owner  should  not  be  discriminated  against.  The  automobile 
manufacturers  do  not,  as  a  general  rule,  discriminate  against  any 
of  their  dealers.  Every  dealer,  large  or  small,  receives  the  same 
discount  on  the  sale  of  parts,  and  every  order,  regardless  of  its 
size,  is  entitled  to  this  discount.  Dealers  should  not  refuse  to 
allow  discount  on  an  order  simply  because  it  is  small.  In  doing  so 
they  are  simply  opening  an  avenue  for  the  sale  of  imitation  parts. 
This  garage  business  can  be  secured  by  cooperating  with  outside 
shops  and  rendering  them  proper  service.  Dealers  should  carry 
a  stock  of  parts  at  all  times  sufficient  to  meet  the  requirements  of 
the  garages  in  their  territories.    Their  parts  salesmen  should 


call  on  the  garages  regularly  just  the  same  as  the  salesmen  from 
the  jobbing  houses.  In  fact,  the  dealer  should  render  the  garages 
in  his  territory  service  superior  to  that  rendered  by  the  jobber  of 
imitation  parts.  The  profits  in  any  wholesale  business  depend, 
to  a  great  extent,  upon  volume.  It  naturally  follows  that  dealers 
should  educate  the  garages  to  buy  in  quantities,  as  the  cost  of 
handling  a  quantity  of  parts  is  scarcely  more  than  the  cost  of 
handling  a  single  item.  The  dealer  should  realize  that  the 
garage  business  is  just  as  important  to  him  as  his  business  is  to 
the  manufacturer,  and  his  parts  salesmen  should  instruct  the 
garages  in  ordering  parts  and  handling  their  service  business. 

Opportunities  of  Adjusters  on  the  Service  Floor. 

There  is  no  better  way  to  keep  owners  satisfied  than  to  ad- 
vise them  when  their  cars  are  in  need  of  repairs,  and  sell  them 
the  service  necessary.    The  service  man  on  the  garage  floor, 
taking  in  the  jobs,  should  not  be  satisfied  with  simply  writing 
up  an  order  for  the  repairs  that  the  owner  asks  for.     The  service 
man  should  be  capable  of  looking  over  the  car  and  suggesting 
repairs  that  could  be  made  to  advantage,  when  the  car  is  in  the 
shop.     For  example:    if  a  customer  comes  in  for  a  rear  axle 
overhaul,  the  service  man  should  examine  the  springs  to  see  if 
the  clips  are  tight  or  if  the  tie  bolts  are  sheared  off;  if  either  of 
these  conditions  is  found,  the  repairs  should  be  advised.     This 
action  on  the  part  of  the  service  man  not  only  increases  the 
profits  of  the  shop  but  goes  a  long  way  toward  making  satisfied 
customers.     It  is  very  annoying  to  a  customer,  when  he  takes  his 
car  from  the  shop  after  having  certain  repairs  made,  to  be  obliged 
to  return  to  the  shop  in  a  day  or  so  for  some  other  repairs  that 
could  just  as  well  have  been  made  when  the  car  was  in  the  shop. 
Service  men  many  times  have  failed  to  advise  their  regular 
customers,  when  the  car  was  in  the  garage,  that  the  front  wheels 
needed  to  be  aligned  or  the  hubs  adjusted.    Failure  to  do  this 
made  it  necessary  for  the  customer  to  install  a  new  hub  assembly 
in  one  wheel  and  replace  the  cones  and  ball  bearings  in  the  other. 
Had  the  service  man  advised  the  owner  that  these  adjustments 
were  needed,  he  would  have  been  saved  the  expense  of  replacing 
the  parts,  also  unnecessary  wear  on  tires,  etc.,  and  a  more 
satisfied  customer  would  have  been  the  result.    The  dealer 

3 


' 


24 


SERVICE  STATION  MANAGEMENT. 


would  not  have  lost  by  this  method,  as  the  amount  expended  by 
the  owner  for  parts  could  have  been  expended  for  adjustments 
at  the  proper  time,  and  the  profit  to  the  dealer  would  have  been 
approximately  the  same. 

Opportunities  of  Shop  Foreman. 

When  the  car  goes  into  the  shop  for  the  repairs  that  have 
been  written  up  by  the  service  man  and  the  motor  has  been 
taken  down,  or  the  rear  axle  assembly  removed,  the  foreman  or 
superintendent  should  go  over  the  car  carefully  and,  if  repairs 
other  than  those  ordered  are  needed,  he  should  get  in  touch  with 
the  owner  at  once,  advising  him  of  the  repairs  that  are  necessary, 
and  point  out  the  advantage  of  having  the  repairs  made  while 
the  motor  or  rear  axle  is  down.  If  the  repairs  suggested  are 
ordered  then  increased  profits  and  satisfied  customers  are  the 
result.  Should  the  owner  not  think  it  best  to  have  the  repairs 
made,  the  dealer  is  relieved  of  the  responsibility  for  any  trouble 
which  might  result,  making  it  necessary  for  the  owner  to  have 
the  repairs  made  in  a  short  time. 

Follow-up  Systems. 

It  is  estimated  that  only  about  25  per  cent,  of  the  purchasers 
of  automobiles  become  customers  of  the  dealer  when  in  need 
of  service.  This  is  due  principally  to  the  lack  of  a  follow-up 
system  on  the  part  of  the  dealer.  All  purchasers  should  be  card 
indexed,  and  within  thirty  days  after  delivery  of  the  car,  the 
dealer  should  get  in  touch  with  the  purchaser,  to  ascertain  if  his 
car  is  giving  satisfaction,  and  advising  him  that  he  is  in  a  position 
to  give  him  first-class  service,  should  he  require  it.  The  salesman 
that  sold  the  car  should  make  this  call,  and  if  a  personal  call  is 
not  practicable,  then  a  call  should  be  made  by  telephone.  If 
conditions  are  such  that  neither  a  personal  call  nor  a  call  by 
telephone  can  be  made,  then  the  salesman  should  communicate 
with  the  purchaser  by  mail.  The  following  is  a  form  of  letter 
that  is  suitable  for  this  purpose. 


SELLING  SERVICE.  25 

Dear  Sir: 

On  November  1  you  took  delivery  of  a  Model  "T" 
car.  Not  having  heard  from  you,  we  assume  that 
your  car  is  giving  the  very  best  of  service. 

We  carry  at  all  times  a  complete  stock  of 
Genuine  Repair  Parts,  also  have  a  complete  shop 
equipment  and  an  efficient  corps  of  workmen  for 
making  prompt  and  satisfactory  repairs. 

Should  you  be  in  need  of  any  repairs  at  any 
time,  we  can  assure  you  prompt  and  satisfactory 
service. 

Yours  very  truly. 

Inspection  Service. 

A  facsimile  of  an  inspection  service  notice,  which  one  dealer 
mails  to  every  Ford  owner  is  illustrated  in  Fig.  6.  This  card  is 


FREE  INSPECTION  SERVICE  NOTICE 

Chas.  N.  Harvey 

825-27  Main  Street,  Zanesville,  Ohio 

So  that  you  may  be  assured  of  continuous 

and  uninterrupted  service  from  your  Ford  Car 

No we  will  be  prepared  to 

inspect  it,  without  charge  to  you,  at  our 

Service  Station  on  

Promptly  at  o'clock. 


Service  Department 
Bring  This  Notice  With  You 


Fig.  6. 


mailed  to  every  purchaser  soon  after  the  car  is  delivered  and  about 
every  month  thereafter.  The  card  is  generaUy  enclosed  with 
a  letter  caUing  the  owner^s  attention  to  the  fact  that  only  genuine 


26 


SERVICE  STATION  MANAGEMENT. 


Ford  parts  should  be  used  in  making  repairs  or  replacements, 
and  that  owners  are  assured  of  getting  such  parts  at  his  Service 
Station.  This  dealer  states  that  from  the  use  of  these  cards  his 
repair  business  has  increased  about  75  per  cent,  and  his  parts 
business  over  100  per  cent.  Furthermore,  car  owners  seem  to 
like  the  idea  of  the  dealer's  taking  enough  interest  in  their  cars 
to  inspect  them  gratis,  every  month  or  so. 

Follow-up  Repair  Customers. 
Repair  customers  should  be  followed  up  the  same  as  new  car 
purchasers.    One  dealer  writes  his  customers  the  following  postal 
card  shown  in  Fig.  7. 


44 


WE  SATISFY" 


As  manager  of  this  Company  I  wish  to  uiank  voikfor  your 
business.  I  note  from  our  Service  report  ofJ^£2jZ>^we 
completed  some  repair  work  on  your  FORD  car  andtrust  our 
work  satisfied  you.  If  not,  I  want  you  to  feel  free  to  bring 
your  complaint  to  me  personaUy.  We  aim  to  do  the  best  we 
can  at  all  times  but  we  faU  down  occasionally  and  are  al- 
ways willmg  to  make  matters  right  when  possible  to  do  so^ 

Respectfully, 


C.  &  S.  MOTOR  COMPANY 


88th  &  Commercial  Ave. 
Tel.  So.  Chicago  2020 


Inaiot  upon  gonuino  Ford  ports. 


Fig.  7. 

One  dealer  reports  wonderful  results  from  the  following  com- 
plete follow-up  system. 

Fig.  8  illustrates  a  Daily  Service  Report,  size  of  sheet  12  inches 
horizontally  and  11  inches  vertically. 

Every  car  that  is  driven  into  the  garage,  either  for  service  or 
repair  work,  is  recorded  by  the  Service  Department  on  this  sheet. 
These  sheets  are  brought  to  the  stenographer's  desk  each  morning, 
and  a  permanent  record  is  made  on  the  card  Fig.  9. 

These  cards  are  posted  each  day  from  the  daily  Service  Report, 
and  if  a  new  customer  drives  into  the  garage,  the  letter  Fig.  10 
is  mailed  him. 


SELLING  SERVICE. 


27 


00 


00 

d 


28 


SERVICE  STATION  MANAGEMENT. 


N.M.              ^     (^    ^Wri- 

Aoo..««         jffA  ff9>r^t     -rf 

C/ 

OAT.                 SBfytiam         &kma 

/JtUi 

v-^ 

I 

r 

- 

SELLING  SERVICE. 


29 


Fig.  9. 
Dear  Sir: 

Your  Ford  car  was  in  our  service  station  yester- 
day for  repairs.  Was  the  work  done  promptly  and 
in  a  satisfactory  manner? 

Being  one  of  our  new  customers,  you  should  know 
that  we  are  making  every  effort  to  give  that  much 
abused  word  "Service"  its  real  meaning. 

Therefore  we  are  making  a  special  effort  to  hold 
your  business  with: 

1.  Up-to-date  shop  equipment. 

2.  Skilled  Ford  mechanics. 

3.  Genuine  Ford  parts--not  imitation  stuff. 

4.  Carefully  standardized  labor  prices. 

5.  Shop  and  service  station  open  24  hours  a  day 
for  your  convenience  and  without  extra  charge. 

6.  A  personal  interest  in  your  car  which  you, 
as  a  Ford  owner,  have  a  right  to  expect  from  an 
authorized  Ford  dealer. 

Please  feel  free  to  let  us  know  if,   for  any 
cause,  we  do  not  measure  up  to  these  standards. 

We  appreciate  your  business,  and  will  always  be 
glad  to  serve  you  to  the  limit  of  our  ability. 


This  gives  the  new  customer  a  feeling  that  everyone  in  the 
organization  is  interested  in  his  car. 

If  an  owner  does  not  return  for  service  or  repair  work  within 
60  days,  the  letter  depicted  in  Fig.  11  is  mailed. 

Dear  Sir: 

Your  Ford  car  has  not  been  in  our  service 
station  for  some  time. 

We  sincerely  hope  that  during  that  time  it  has 
not  needed  expert  attention. 

If,  however,  you  are  taking  your  work  else- 
where, we  would  greatly  appreciate  your  telling 
us  frankly  wherein  our  work  has  not  been  satis- 
factory. 

You  realize  that  only  through  the  criticism  of 
our  friends  and  patrons  can  we  remedy  conditions 
that  have  escaped  our  notice. 

Remember  that  we  are  determined  to  give  you  the 
service  you  have  a  right  to  expect  from  an 
authorized  Ford  dealer. 

The  next  time  your  Ford  needs  attention  we 
trust  you  will  give  us  the  opportunity  to  prove 
this. 

Yours  very  truly, 


(Firm  Name) 
Fig.  11. 


Manager 


Yours  very  truly, 
(Firm  Name) 

Fia.  10. 


Manager. 


If  no  reply  is  received  from  this  letter  a  salesman  is  sent  to 
call  on  the  customer. 

In  order  to  secure  a  report  on  every  job  leaving  his  shop, 
another  dealer  writes  the  customer  as  follows,  enclosing  a  stamp 
for  reply  (see  Fig.  12) : 

Dear  Sir: 

As  Manager  of  this  Company,  I  wish  to  thank  you 
for  your  business.  I  note  from  our  yesterday's 
report  that  we  completed  some  repair  work  on  your 
Ford  Car,  and,  if  this  is  not  satisfactory, 
kindly  report  to  me  personally. 


Yours  truly. 


.Company, 


Pres.  &  Gen.  Mgr. 


Fig.  12. 


ao 


SERVICE  STATION  MANAGEMENT. 


Another  dealer  writes  a  personal  letter  to  repair  customers, 
Fig.  13.  Customers  seem  to  like  this  style  of  letter,  as  it  indicates 
to  them  that  the  manager  of  the  company  is  taking  an  interest 
in  the  proper  operation  of  their  car. 

Dear  Sir: 

Our  shop  records  show  that  we  completed  some 
repair  work  on  your  Ford  Car  yesterday. 

We  are  sure  that  with  our  well  trained  organ- 
ization and  complete  mechanical  equipment  of  our 
shops,  that  this  work  will  he  satisfactory  to 
you.  However,  if  you  are  in  any  way  dissatisfied, 
I  would  appreciate  your  communicating  with  me 
personally,  and  I  assure  you  that  your  complaint 
will  receive  my  prompt  attention. 


Yours  very  truly, 


-President 


Pig.  13. 


SELLING  SERVICE. 


31 


CiRCULAEIZING. 

Circularizing  methods  have  been  adopted  by  dealers  with 
splendid  success.  Fig.  14  shows  a  card  3^  by  6^  inches  which 
has  proved  a  business  getter. 


PALACE  INSPECTION  SERVICE  FOR  FORD  CARS  S2.50 

So  many  of  our  friends  have  asked  us  to  inspect  their  care  and  they 
seem  to  appreciate  our  doing  so  so  much  that  we  want  you  to  know 
about  this  service,  too. 

This  service  is  calculated  to  relieve  you  of  a  lot  of  worry  and  un- 
certainty as  to  the  true  condition  of  your  car.    It  includes 

(1)  A  thorough  oiling  and  greasing,  including  grease  and  oil, 

except  grease  used  in  transmission  and  differential  and  oil 
in  motor. 

(2)  General  examination  of  car  and  minor  adjustments 

(3)  Road  test. 

(4)  Jacking  up  and  testing  wheels. 

(5)  Adjusting  brakes. 

(6)  Battery  test  and  refilling.    Magneto  test. 

(7)  Tire  test  and  proper  inflation,  including  spare; 

(8)  Examination  of  condition  of  motor. 

(9)  Written  report  and  inspection  certificate. 

If  you  wish  to  know  the  exact  condition  of  your  car,  and  have  it 
looked  over,  greased  and  oiled  by  Ford  experts,  and  a  written  itemized 
report  made  to  you,  bring  it  in. 

Hoping  to  have  the  pleasure  of  a  call  from  you,  we  are,  Sincerely, 

PALACE  GARAGE  CO. 
^  ,  Authorized  Dealers  Ford  Sales  and  Service 

Telephones:  Broadway  1572    A  2442 


Fig.  14. 


32 


SERVICE  STATION  MANAGEMENT. 


I'  ' 

il 


In  addition  to  performing  the  services  mentioned,  an  Inspec- 
tor's Report,  covering  the  condition  of  the  car,  is  furnished  the 
customer.    This  report  is  on  a  sheet  5}4  by  8  inches  (Fig.  15). 


I 


Inspector's  Rep6rt 


THIS  inspection  covers  the  foUaWing:  (1)  A  thorough 
greasinc  and  oiling,  including  grtta«  and.  oil.  except 
grease  used  in  transmission  and  differential  and  oil  uxi 
in  motor,  which  are  charged  extra.  (2)  General  ««' 
■mination  of  car.  (3)  Road  test.  (4)  JacUng  up  and  testing 
wheels.  (5)  Adjusting  brakes.  (6)  Battery  test  and  re-filling, 
magneto  tested.  (7)  Tire  test  and  proper  inflation,  including 
spare.  (8)  Bxamination  of  condition  of  motor.-  (9)  Written 
report  and  inspection  certificate.  Note  recommendation  on 
front  as  to  time  when  another  inspection  iJiould  be  made. 


I  have  mad*  th*  following  inspection  of  thia.  ear  with 
th*  results  mentlonied  beiowi 

1.  ORBASBD  AND  OILED  COMPLBTB. 

Put quarts  in  motor pounds  grease  in  differ 

cntial pounds   grease   in  transmission.     Remarki 


2.  OBNBRAL  EXAMINATION  OP  CAR— Results 


3.  ROAD  TEST— Results. 


4.  JACKING  UP  AND  TESTING  WHEELS— Resolts. 


S.  ADJUSTED  BRAKES... 
Condition  of  Brakes. 


t.  BATTERIES  TESTED  AND  REFILLED.     MAGNETO 
TESTED 


Tested points  specific  gravity.    Tested 

7.  TIRES  TESTED  AND  INFLATED  to , pounds. 

Found  tires  as  follows: 

LP lbs.     R.F lbs.     L.R tba. 

R.  R. lbs.    Spare lbs. 

t.  CONDITION  OF  MOTOR , 


Power Quietness Compression 


REMARKS  AND  RECOMMENDATIONS., 


PALACE  GARAGE  CO. 


INSPECTED  BY 


Mechanic 


By. 


Soperintendent 


Fig.  15. 

Circular  letters  of  the  type  illustrated  in  Fig.  16  have  proved 
successful. 


SELLING  SERVICE 

Dear  Mr : 

If  you  were  sick,  you  wouldn't  go  to  a  dentist 
--you'd  go  to  some  one  who  specialized  in  your 
particular  form  of  ailment. 

It's  the  same  way  with  an  automobile.  Every 
make  of  automobile  has  a  peculiarity  of  some  sort 
that  only  those  making  careful  study  of  that  par- 
ticular machine  may  best  diagnose  when  trouble 
arises. 

Our  company  is  sole  representative  for  Ford 

cars  and  tractors  in County.  We 

handle  no  other  make.  And  here's  another  point: 
WE  DO  NOT  ATTEMPT  TO  REPAIR  ANY  OTHER  MAKES  OF 
CARS.  Ford--and  Ford  alone--gets  the  undivided 
attention  of  the Company. 

BUT  WE  DO  HAVE  SERVICE  FOR  FORDS,  a  service 
that  is  not  excelled.  We  employ  only  the  best 
mechanics;  our  equipment  is  the  best  that  money 
can  buy  and  offers  some  features  obtainable  at  no 
other  service  stations  in  the  county.  We  claim 
to  know  Fords.  We  sell  them  and  we  want  the 
buyer  to  get  the  very  best  results  from  them.  If 
you  are  a  Ford  owner,  you  will  see  the  advantages 
of  getting  "service"  from  us,  of  buying  GENUINE 
FORD  PARTS  from  us. 

And  if  you  are  a  prospective  car  buyer,  you 
will  see  the  advantage  of  owning  a  car  for  which 
you  can  always  be  assured  of  getting  thoroughly 
dependable  station  and  road  service,  administered 
by  men  who  believe  heart  and  soul  in  your  car  and 
KNOW  it  is  the  best  all-round  car  that  is  made. 

That  we  may  show  you  in  a  practical  way  that  we 
are  sincerely  interested  in  real  service  for  your 
Ford  car,  please  fill  out  the  enclosed  card  and 
return  it  to  us.  Or,  if  you  haven't  a  Ford  closed 
car  (Sedan  or  Coupe)  which  is  having  such  a  run 
in  public  favor  now,  simply  cross  out  the  line 
reading,  "Model  and  Year  of  Car,"  write  in  the 
words,  "Car  Demonstration,"  filling  in  the  other 
blanks  also,  and  we  will  be  ready  to  give  you  a 
trial  trip  in  one  of  these  splendid  cars  when  you 
come  in. 

Yours  for  Ford  Service  for  Ford  Owners, 

COMPANY, 

(Signed) 

Fig.  16. 


Manager. 


33 


34 


SERVICE  STATION  MANAGEMENT. 


The  card  mentioned  in  the  letter  is  shown  in  Fig.  17.  Notice 
that  the  letter  is  so  worded  as  to  apply  to  both  Ford  owners  and 
prospective  car  purchasers. 


MR.  FORD  OWNER 
HOW  IS  THAT  CAR  BEHAVING? 

Maybe  a  general  inspection  ivould  be  an  aid  lo  YOU.  anyway  WE  will  be 
glad  to  know  that  your  car  is  in  first  class  condition.  Just  let  us  know  at  about 
rutlorv  ^°"  ^'f"  ■      *L  ow'Pnnfcton  garage,  and  we  will  furnish  FREE  OF 

.  P  .*  "»«^»>an'c  who  will  make  a  thorough  inspection  of  your  car.  under 
no  obhgattons  to  you  at  all.  «»«u« 

Remember.  JHE  A.  L  MAXWELL  CO.  of  Princeton.  Oakland  City  and 
Owensville  are  behmd  YOU.  Mr  Ford  Owner,  and  will  gladly  help  you  with 
your  problems.    Just  fill  out  the  following  so  we  will  know  when  to  expect  yog. 

Name .^_^^^__ 


Addr 


ess- 


Model  and  year  of  car 

Date  we  may  expect  you- 
Forenoon 


Aftemooi 


Fig.  17. 

Seasonable  Letters. 

Service  Stations  should  not  permit  dull  seasons.  The  letter 
shown  in  Fig.  18  has  been  used  by  one  dealer  with  success  to 
stimulate  winter  business. 

The  larger  Service  Stations  with  complete  repair  equipment 
should  solicit  the  business  of  the  garages  in  their  territory. 
Fig.  19  illustrates  a  letter  that  has  proved  successful  for  this 
purpose. 

Fig.  20  is  a  facsimile  of  a  card  which  a  dealer  distributes  among 
Ford  owners.  This  dealer  reports  that  the  use  of  this  card  brings 
into  his  Service  Station  from  forty  to  fifty  jobs  a  week,  which 
might  otherwise  go  to  some  other  garage. 


SELLING  SERVICE. 

Dear  Sir: 

Winter  conditions  are  now  upon  us.  Mud,  ice, 
snow,  severe  cold  and  difficult  ignition  will 
place  upon  your  car  strains  which  it  has  not  en- 
dured through  the  summer  and  fall.  It  is  only 
fair  to  yourself  and  to  your  Ford  to  put  it  in 
good  shape  to  render  you  the  best  service  in  the 
bad  months  to  come. 

Bring  us  your  car  for  a  complete  overhaul. 
Your  valves  may  need  regrinding,  your  springs 
lubricating  and  adjusting,  your  engine  and  gears 
thorough  cleaning  and  tuning.  We  have  the  equip- 
ment and  experience  to  give  your  automobile  any 
attention  it  may  need. 

Our  terms  are  reasonable  and  our  mechanics 
expert.  If  any  parts  should  need  replacing  we 
carry  a  full  line  of  Genuine  Ford  Parts. 

As  Ford  Dealers  we  pride  ourselves  in  keeping 
up  the  Ford  reputation  for  perfect  service.  Our 
ideal  is  not  only  to  sell  you  a  car,  but  to  keep 
you  satisfied  with  your  purchase. 

Pay  us  a  call  when  you  pass  and  we  will  let  you 
know  in  a  few  minutes  what  adjustment  your  car 
may  require. 

Very  truly  yours, 
(Signed) 

President. 
Fig.  18. 

Mr.  Garage  Owner: 

Cold  weather  will  soon  be  with  us  again,  and 
no  doubt  you  will  have  a  considerable  amount  of 
radiator  repair  work,  also  tractor  reboring  and 
rebabbitting,  which  will  be  impossible  for  you  to 
take  care  of  in  your  garage. 

We  have  in  our  shop  the  most  up  to  date  equip- 
ment, consisting  of  reboring,  rebabbitting,  and 
radiator  repair  machinery  with  which  to  do  your 
work.  We  have  tried  mighty  hard  to  make  our 
prices  reasonable.  In  fact  we  have  put  them  as 
low  as  possible,  consistent,  of  course,  with  first 
class  workmanship  and  service. 

If  you  will  give  us  a  trial'shipment  we  are 
quite  certain  we  can  convince  you  that  our  price 
IS  right  and  our  work  is  good. 

Yours  very  truly, 
(Firm  Name) 
Fig.  19. 


35 


36 


SERVICE  STATION  MANAGEMENT. 


Fig.  21  is  the  first  page  of  a  series  of  folders  which  have  pro- 
duced splendid  results. 

If  the  customer  has  his  car  in  the  shop  for  a  certain  operation, 
the  leaflets  covering  the  other  operations  are  handed  him  by  the 
cashier  when  he  pays  his  bill.  This  series  of  leaflets  is  valuable 
to  the  owner  in  that  they  contain  the  different  steps  taken  in 


CARRY  THIS  WITH  YOU 

NIGHT  AND  DAY  SERVICE 

8  A.  M.  TO  I  A.  M.  (MIDNIGHT) 

We  re«liie  what  it  means  lo  be  ituck  •!  wi^l.    When  in  tiouble 
call  (or  our  servke  car  ut 


->-8100    »3ROSPECX-^ 


COUCH -HAAS   CO.   inc. 


■  lOrOMO  AVEMUK  AND  KASTCNN  ^ANKWAY 


•ROOKLVN 


Fig.  20. 


performing  certain  operations,  also  valuable  suggestions  in  the 
care  of  the  car,  so  as  to  reduce  to  a  minimum  the  necessity 
for  repairs.  The  reading  matter  on  the  second,  third  and  fourth 
pages,  is  as  follows: 


OPERATION  NO.  30. 

Special  Tune-up. 

For  the  benefit  of  our  patrons,  who  may  not  always  know  just  what  is 
meant  by  and  what  constitutes  a  "Special  Tune-UP,"  we  give  below  the 
operations  we  consider  necessary  in  order  to  turn  out  a  first-class  job. 
FiBST. — ^All  spark  plugs  are  removed  from  motor,  taken  apart,  thoroughly 
cleaned  and  inspected.    Proven  defective  parts  and  porcelains  are  replaced. 
Plugs  are  then  assembled,  spark  gaps  properly  spaced  and  plugs  put  back 
in  motor.    Wires  leading  from  dash  to  plugs  are  then  tested,  and,  if  found 
broken  or  defective,  are  replaced. 
Second. — The  commutator  shell — commonly  known  as  timer  case — ^is  re- 
moved, thoroughly  cleaned  and  then  inspected.    If  contact  points  show 
rough  spots  or  are  worn,  a  new  case  is  provided.    If  the  commutator  brush 
is  rough  or  shows  signs  of  wear  it  is  replaced.    Commutator  wires  are  gone 
over  and  if  found  to  be  oil  soaked,  insulation  worn  off  or  generally  in  poor 
shape,  they  are  replaced  by  new  ones.    The  spark  advance  and  retard  rod 
is  adjusted.    The  second  phase  of  the  work  is  completed  when  commutator 
case  and  brush  is  oiled  and  ready  for  use. 


SELLING  SERVICE. 


37 


THE  UNIVERSAL  CAR 
SERVICE 


I 


A  little  information  on  the 
"SPECIAL  TUNE-UP 


>l 


Prepared  by 

I  Horst  &  Strieter  Co. 

Davenport  and  Muscatine,  Iowa 
Rock  Island  and  Moline,  Illinois 


Save  this.    |t  may  come  in  handy. 


Fig.  21. 

Traiu).~Wiring  on  switch  is  examined  for  loose  connections  and  possible 
defects,  llie  four  coils  in  coil  box  are  tested  in  a  coil  unit  tester  and 
^brator  points  are  examined  for  worn  or  pitted  contacts,  which  are  removed 
If  necessary  and  replaced  with  new  ones. 


I 


ft 


38 


SERVICE  STATION  MANAGEMENT. 


Fourth.— The  magneto  contact  on  transmission  case  is  removed,  cleaned 
and  inspected.  Foreign  matter  that  may  have  coUected  at  point  of  contact 
with  magneto  is  removed  and  contact  put  back  in  place. 

Fifth.— Sediment  bulb  under  gasoline  tank  and  carburetor  are  drained  to 
dispose  of  foreign  matter  and  water  that  may  have  coUected.    Carburetor 
is  then  adjusted  to  meet  the  new  conditions  of  the  motor. 
AU  this  work  will  be  done  for  a  labor  charge  of  $1.75,  necessary  parts  extra. 
We  use  GENUINE  Ford  Parts  exclusively. 

Old  parts  are  held  three  days  for  owner's  inspection,  after  which  they  will 
be  junked. 


All  this  work  assures  the  customer  a  sweet-running  motor,  if  motor  other- 
wise is  in  good  running  order. 


Of  course,  the  foregoing  work  will  not  eliminate  knocks  arising  from  worn 
or  loose  bearings  or  other  internal  motor  trouble.  These  require  diflferent 
treatment,  the  nature  of  which  can  be  determined  through  a  diagnosis  by  our 
Service  Men. 


You  win  need  a  "Special  Tune-up"  only  at  rare  intervals  if  you  will  give 
your  motor  just  a  little  time  and  attention. 

Clean  your  spark  plugs  frequently.  You  will  be  amply  repaid  for  your 
trouble  by  a  better  performing  motor. 

Take  the  timer  case  ofif  every  now  and  then.  Wash  out  the  dirt  with  a 
brush  dipped  in  gasoKne,  dry  off  and  give  it  a  few  drops  of  oU  before  putting 
back  in  place.  And  don't  forget  to  give  it  a  little  oil  every  day  or  two.  This 
will  double  the  life  of  your  timer. 

Keep  your  motor  clean  and  thereby  keep  your  wiring  from  becoming  oil 
soaked.    A  brush  and  small  can  of  gasoline  will  do  wonders. 

Go  over  your  wiring  every  little  while  and  see  that  connections  are  tight. 

Don't  tamper  with  the  vibrator  points  of  your  coils.  Leave  their  adjust- 
ments to  experts. 

The  title  of  No.  2  in  the  series  is: 

FRONT  SYSTEM  OVERHAUL. 
Operation  No.  167. 

The  following  data  is  on  the  second,  third  and  fourth  pages. 

The  front  system  of  the  Ford  car  takes  in  front  axle,  spring,  steering 
connecting  rods,  wheels  and  front  radius  rod. 

Lack  of  proper  lubrication  and  hard  usage  wear  out  the  parts  composing 
the  front  system,  the  direct  results  of  which  are  premature  wear  of  tires,  hard 
steering,  broken  springs,  broken  wheel  bearings,  loose  bolts,  etc.  Any  of  these 
may  contribute  to  a  serious  accident. 


SELLING  SERVICE. 


39 


A  front  system  overhaul  is  really  inexpensive,  and  considered  from  a  safety 
standpoint,  no  owner  ought  to  drive  or  let  others  drive  a  car  needing  an 
overhaul  of  this  kind. 

When  we  overhaul  a  front  system,  the  procedure  is  as  follows: 

The  front  end  of  the  car  is  hoisted  and  front  axle,  spring,  steering  connecting 
rods,  wheels  and  front  radius  rod  are  removed  from  chassis. 

All  parts  are  disassembled,  thoroughly  cleaned  and  inspected,  down  to  the 
last  bolt  and  nut.  All  worn  parts  (where  wear  cannot  be  taken  up)  are 
replaced  by  new  ones.  All  broken  parts  are  similarly  replaced.  Spindle 
bodies  and  arms  are  rebushed  and  reamed  if  necessary. 

The  steering  arm  connecting  rod  ball  caps  are  brought  up  snug  when 
assembled. 

Front  hubs  are  packed  with  grease  before  wheels  are  placed  back  on  axle 
and  bearings  are  then  adjusted.  ' 

Front  spring  and  perches  are  rebushed  if  necessary.  All  spring  leaves  are 
freed  from  rust,  oiled  and  reassembled. 

The  front  system  is  now  assembled  to  chassis  and  radius  rod  ball  socket 
attached  with  relation  to  its  bearing  surface. 

The  front  axle  is  tilted  at  the  correct  angle  and  front  wheels  properlv 
aligned.  f    t^  j 

The  job  is  now  complete  and  our  labor  charge  for  this  work  is  $5.00 
necessary  parts  extra.  '     * 

We  use  GENUINE  Ford  Parts  exclusively. 

Drive  carefully.  Avoid  bad  bumps  or  chuck  holes.  These  are  the  cause  of 
spnng  breakage  and  the  ruin  of  front  wheel  bearings.  Avoid  hitting  curb 
This  causes  misalignment  of  front  wheels  and  uneven  wear  of  front  tires 
Oil  your  sprmg  leaves.  It  wiU  prolong  the  life  of  the  car  as  weU  as  the  springs 
and  make  for  easier  riding.  At  least  once  a  week  drop  oil  in  oil  cups  in  front 
system  (eight  in  aU).  Adjust  front  wheel  bearings  on  an  average  of  twice 
monthly.  At  the  same  time  see  that  the  bearings  are  sufficiently  packed  with 
cup  grease.    It  is  better  to  have  too  much  than  not  enough. 

If  you  will  foUow  out  these  instructions  you  will  seldom  need  our  services. 

No.  3  in  the  series  is  entitled 

REPLACING  TRANSMISSION  BANDS. 
Operations  Nos.  10  and  11. 

The  second,  third  and  fourth  pages  are  given  over  to  the  fol- 
lowing: 

Some  of  the  primary  causes  leading  to  hardened,  glazed,  or  worn  trans- 
mission bands  are  as  follows:  Lack  of  oil  in  motor,  bands  adjusted  too  tightly, 
foot  pedals  worked  too  fast  and  hard  in  making  starts  and  stops,  natural 
wear  and  tear.  "-vi^ia* 

To  the  casual  observer,  the  job  of  replacing  transmission  bands  looks 
simple  enough,  but  let  Mr.  Casual  Observer  foUow  the  job  from  start  to  finish, 


9nM 


SERVICE  STATION  MANAGEMENT. 


and  see  how  we  do  it,  and  he  will  most  likely  change  his  mind.  He  will  find 
that  this  job  requires  patience  and  thoroughness.  It's  not  just  merely  doing 
the  job,  but  how  it  is  done  that  counts. 

The  operation  is  as  follows: 

The  floor  boards  and  mat  of  the  car  are  removed. 

Universal  ball  cap  and  bolts  holding  the  transmission  cover  to  crank  case 
are  removed.  (In  cars  with  starter  the  starting  motor  must  be  loosened 
from  transmission  cover.) 

The  exhaust  pipe  is  removed  and  magneto  wu*  disconnected.  The  upper 
half  of  the  transmission  cover  is  then  hfted  out,  which  exposes  the  entire 
transmission  assembly.  Old  transmission  bands  are  removed  from  transmis- 
sion drums  and  new  relined  bands  are  installed. 

The  transmission  cover  is  now  thoroughly  washed  and  cleaned.  New  felt 
or  cork  gaskets  are  mstalled  around  crank  case  and  the  transmission  cover  put 
back  in  place.  (To  make  a  good,  oil-tight  union  considerable  skill  and  patience 
are  required  in  fitting  gaskets.) 

Bolts  and  nuts  are  now  put  back  in  their  proper  place  and  tightened 
uniformly  all  around. 

Transmission  bands  now  receive  a  prehminary  adjustment.  Exhaust  pipe 
and  magneto  wire  are  then  connected.  Floor  boards  and  mat  are  put  in 
place  and  motor  started. 

Transmission  bands  are  now  tested  and  given  the  proper  and  final  adjust- 
ment. 

Our  labor  charge  for  this  work  is  13.00;  cars  with  starter,  14.00:  bands 
extra. 

If,  in  the  course  of  the  work,  certain  parts  are  found  to  be  defective  they 
will  be  replaced  by  new  ones,  for  which,  of  course,  an  extra  charge  will  be 
made.    We  use  genuine  Ford  Parts  exclusively. 


Operating  hardened  or  worn  bands  places  undue  strain  on  the  transmission 
and  rear  axle  assembly  and  causes  a  break-down  of  these  units.  Shppage,  a 
racing  motor  and  loss  of  power  are  other  evils.  The  foot  brake  may  fau'to 
hold  the  car  and  cause  a  serious  accident.  Continued  operation  of  hardened 
or  worn  bands  is  very  hard  on  the  tires  and  will  wear  them  out  long  before 
their  time.  If  you  want  to  be  free  from  having  transmission  bands  replaced 
too  often,  heed  the  following: 

See  that  your  motor  has  enough  oil  to  insure  a  constant  spray  on  trans- 
mission assembly.  If  you  find  it  necessary  to  adjust  bands,  be  sure  that  they 
are  not  adjusted  too  tightly.  Just  a  turn  or  two  of  the  adjusting  nuts  is  aU 
that  is  necessary  in  most  cases.  Be  easy  on  the  foot  pedals.  Remember  a 
piece  of  mechanism  has  its  Umitations.  Do  not  step  on  them  as  though  you 
were  going  to  crush  the  hfe  out  of  something.  When  going  down  hill,  do  not 
nde  the  foot  brake  continuaUy.  Allow  transmission  clutch  to  remain  in  high 
and  throttle  down  motor.  This  wiU  act  as  a  brake  and  save  transmission  band 
on  foot  brake.  And  don't,  don't  bear  down  on  brake  pedal  before  you  have 
released  the  clutch.    This  is  one  of  the  most  prohfic  causes  of  worn  bands. 


SELLING  SERVICE. 


41 


Natural  wear  and  tear,  of  course,  will  wear  down  the  transmission  bands  in 
time,  but  if  the  driver  wiU  just  keep  the  above  advice  in  mind  and  act  on  it 
the  transmission  bands  wiU  not  need  to  be  replaced  for  a  long  time. 

CLEANING  OUT  CARBON-GRINDING  VALVES, 

Operation  No.  15, 

is  the  title  of  No.  4  in  the  series  of  booklets  and  it  gives  the 
foUowmg  data  on  the  second,  third  and  fourth  pages. 

Too  much  oil  in  the  crank  case;  worn  pistons  and  rings;  too  rich  a  mixture- 
faulty  igmtion;  very  poor  gasoline;  cheap  lubricating  oil  cause  premature 
carbon  deposits,  the  effects  of  which  are  loss  of  power,  poor  gasoline  mileage, 
wa^te  of  oil,  dirty  or  fouled  spark  plugs,  weak  compression,  overheat^or 
poundmg  motor,  and  scored  cylinders. 

Of  course,  carbon  forms  in  any  and  aU  internal  combustion  motors,  but  the 
process  IS  slow  If  the  motor  is  in  good  condition  and  always  given  the  proper 
attention.  -^    ^ 

When  we  undertake  a  job  of  cleaning  out  carbon  and  grinding  valves,  the 
process  is  as  follows:  s    ■"»<=,  mu 

All  water  is  drained  from  radiator,  and  upper  radiator  hose  is  loosened  from 
Its  connection  with  cyhnder  head.  CyUnder  head  bolts  ar«  then  loosened 
and  cyhnder  head  removed  from  motor  block. 

r^nllT  "^n  "  °l^f  i"™"!  "*  '^"""'^^  '"""  """^^  ^^  ^^l^e  ««at  Pi^  are 
removed,  after  which  the  valves  are  taken  out. 

pisttL^elc""  ^  ^""^^  ""^  "^^^  '"'"  *°^  °^  "^^^^'^  "~''''  ^^^  "^ 

f „  ^^•Z!!r*  "^^  '"  "^'f''"  ^^'^^  "*  thoroughly  gone  over  and  if  found 
fOT  vdCs     "'  '"'™  °"*     *™*  "  '^"'^  "***  "^''  is  used  to  form  new  seats 

ner^*  ^'^l^  are  examined  and  if  true  are  then  ground  and  fitted  untU  a 
perfect  seat  m  obtamed.    The  valves  are  now  timed  up  to  piston  travel 
thereby  assunng  a  powerful  and  even  running  motor 

The  valve  springs  are  then  tested  for  too  little  or  too  much  tension.    Those 

ev^nTeiS^n""**"'''  *'''  """^^  '"^  "'  ^"^"^  ""^  ""^^"^  ^y  ^P"^  »« 

semlJ^''*''!^  "^T!"  '''^'"''  .^'^^*  ''°°"'  "y^^'''  ^^'  «*<=•.  "«  then  as- 
^Th  !^ter.  "  ^^"^  comiected  up  with  cylinder  head  and  filled 

Spark  plugs  are  inspected,  thoroughly  cleaned  and  points  adjusted. 

to  ^r^brkTo  0^:^ ""' '"'  ^^^°  ^--^  ^  ^-  ''^^  -^'^^  ^*  -  -'^^ 
^  labor  charge  for  this  work  is  $3.50,  necessary  parts  extra. 
We  use  GENUINE  Ford  Parts  exclusively 

buf?^*^  °"i  '^*°°  f  *^  ^"^  ^'^^'^  "^  eve  the  motor  more  power 
but  igmtion  system  must  be  in  good  condition  to  insure  a  completerrsS 


42 


SERVICE  STATION  MANAGEMENT. 


running  job.  If  you  have  not  had  a  "Special  Tune-up"  for  some  time,  it 
would  be  advisable  to  have  one  in  conjunction  with  the  former  operation. 
We  have  a  combination  labor  charge  covering  both  operations  of  $4.50. 
Parts,  if  any,  extra. 


To  be  more  free  from  carbon  trouble,  observe  the  following: 

Have  just  the  proper  amount  of  oil  in  crank  case.  Open  upper  pet  cock 
under  motor  and  pour  oil  into  breather  pipe  until  oil  just  drops  out  of  upper 
pet  cock.  This  is  the  correct  oil  level,  and  if  you  will  take  the  precaution 
to  check  up  on  your  oil  supply  every  few  days  and  maintain  this  level  you 
should  have  no  trouble  as  far  as  too  little  or  too  much  oil  is  concerned.  Too 
much  oil  helps  to  form  carbon — ^too  little  oil  will  cause  excessive  wear  and 
bum  out  bearings.  And  while  we  are  on  the  subject  of  oil,  let  us  caution 
you :  use  good  oO.     Cheap  oil  is  high  at  any  price. 

If  it  develops  that  your  pistons  and  rings  are  worn,  take  steps  to  have 
this  remedied  at  once. 

Have  your  carburetor  adjusted  so  that  the  mixture  will  not  be  too  rich, 
which  not  only  hastens  formation  of  carbon  but  is  wasteful  of  gasoline. 

Keep  your  spark  plugs  clean.  Keep  your  timer  cleaned  and  oiled.  Keep 
your  wiring  free  from  oil  and  replace  broken  wires.  Have  your  vibrator 
points  adjusted  from  time  to  time. 

It  is  not  always  possible  to  avoid  getting  poor  gasoline,  but  the  exercise 
«of  care  will  tend  to  at  least  reduce  the  chances. 

Another  of  the  booklets  (No.  5)  is  called 

REAR  AXLE  OVERHAUL. 

Operation  No.  100. 
The  following  data  is  on  the  second,  third  and  fourth  pages. 

The  causes  that  necessitate  a  rear  axle  overhaul  are  in  the  majority  of 
cases  due  to  neglect,  carelessness  or  abuse. 

Lack  of  lubrication  is  the  most  prolific  cause  of  trouble.  Overloading  the 
car,  hard  and  reckless  driving  will  soon  wreck  any  rear  axle  and  differential. 
Applying  the  foot  pedal  too  quickly  and  hard  places  undue  strain  on  the  rear 
system.  Failure  to  keep  rear  wheels  tight  on  axle  shafts  soon  ruins  the  shafts 
and  bearings.  Trying  to  get  out  of  a  mud  hole  without  the  use  of  chains 
puts  a  tremendous  strain  on  the  entire  rear  system  and  will  materially  shorten 
its  life. 

Natural  wear  and  tear  will  in  time  make  a  rear  axle  overhaul  necessary, 
but  if  Ford  owners  will  only  use  more  discretion  in  the  use  of  their  cars  they 
need  not  think  of  a  rear  axle  overhaul  for  a  long  time. 

When  we  overhaul  a  rear  axle  in  our  shops,  we  proceed  as  follows: 

The  rear  end  of  the  car  is  hoisted  and  rear  wheels  are  removed.  Rear 
spring  perch  nuts,  as  well  as  brake  rod  clevis  pins,  are  removed.  The  rear 
axle  assembly  is  disconnected  at  the  universal  joint  and  pulled  from  the  car. 


SELLING  SERVICE. 


43 


The  assembly  is  now  placed  on  a  special  rear  axle  bench  and  then  disassembled. 
All  internal  parts  are  washed  and  cleaned.  Each  part  is  subjected  to  a  minute 
inspection  and  all  worn  parts  are  replaced.  All  parts  to  be  replaced  are  re- 
moved and  new  parts  installed  through  the  use  of  special  jigs  and  arbor  presses. 
The  axle  shafts  and  drive  shafts  are  tested  and  if  out  of  true  they  are 
straightened  in  a  straightening  press. 

All  internal  parts  having  been  assembled,  delicate  and  final  adjustments 
are  made.  All  parts  are  thoroughly  greased  and  enclosed  in  housing.  The 
assembly  is  now  brought  back  to  car  and  installed.  New  felts  are  placed  at 
the  outer  ends  of  the  rear  axle  to  prevent  oil  leaks  before  wheels  are  put  on. 
Brake  rods  are  equalized  and  adjusted.  The  axle  is  then  given  a  thorough 
and  final  test,  and  when  the  car  is  turned  over  to  the  owner  he  can  rest  assured 
that  we  have  done  a  good  job. 

Our  labor  charge  for  this  work  is  $7.00,  necessary  parts  extra. 

We  use  GENUINE  Ford  Parts  exclusively. 


Be  sure  that  your  rear  axle  has  the  proper  amount  of  lubricant. 

Don't  overload  or  let  others  overload  the  car. 

Don't  allow  yourself  or  others  to  drive  recklessly. 

Be  more  considerate  in  the  use  of  the  foot  pedals. 

At  least  once  a  month  imscrew  the  rear  wheel  hub  caps,  remove  cottei 
pins,  and  with  the  use  of  a  stout  wrench  draw  up  the  castle  nuts  as  tight  as 
you  can  and  replace  cotter  pins.  This  will  prevent  play  and  save  your  axle 
shafts  and  bearings. 

If  you  are  so  unlucky  as  to  get  into  a  mud  hole  without  having  chains  on 
the  rear  wheels,  the  best  thing  to  do  is  to  get  out  of  yoiu*  car  and  put  chains  on, 
which  may  not  only  save  your  differential,  but  will  get  you  out  of  the  hole  much 
quicker  than  otherwise,  not  saying  anything  about  saving  your  tires. 

The  title  of  No.  6  is 

MOTOR  AND  TRANSMISSION  OVERHAUL. 
Operation  No.  1. 

On  the  second,  third  and  fourth  pages  appears: 

Many  things  enter  into  the  causes  which  finally  make  necessary  a  complete 
motor  and  transmission  overhaul.  We  might  go  on  indefinitely  and  state 
causes,  many  of  which  could  have  been  avoided.  The  predominating  causes 
are  lack  of  cylinder  oil,  lack  of  water,  abuse  of  car,  reckless  driving,  and  no 
care  or  attention  to  speak  of. 

Ordinary  wear  and  tear  will,  of  course,  necessitate  an  overhaul,  but  it 
can  be  put  off  for  a  long  time  if  the  car  will  only  receive  the  care  and  attention 
it  should  have. 

A  motor  and  transmission  overhaul  requires  skill  of  the  highest  order,  and 
only  mechanics  who  can  pass  muster  as  first-class  are  allowed  to  do  this 
work  in  our  shops. 


4J 


SERVICE  STATION  MANAGEMENT. 


To  give  the  layman  an  idea  of  what  a  motor  and  transmission  overhaul 
means,  we  give  here  a  general  outline  of  the  work  as  it  is  done  in  our  shops. 

When  a  job  is  received,  the  motor  and  transmission  is  taken  out  of  chassis, 
put  on  a  truck  and  sent  to  the  wash  rack,  where  all  grease  and  dirt  is  removed. 
It  is  then  sent  to  a  disassembly  bench,  where  it  is  thoroughly  cleaned.  From 
this  point  on  expert  workmanship  is  required.  First,  each  part  is  thoroughly 
inspected.  The  crank  shaft  is  then  tested  in  a  crank  shaft  straightening  press, 
main  bearings  and  caps  are  trued,  and  crank  shaft  fitted  to  cylinder  block. 
Pistons,  piston  pins  and  piston  rings  are  then  fitted,  connecting  rods  lined  up 
in  connecting  rod  ahgnment  jig,  and  pistons  assembled  to  connecting  rods. 
After  the  crank  shaft  is  burned  in  in  om-  buming-in  machine,  the  pistons  and 
connecting  rods  are  fitted  in  C3'Under  block.  Cam  shaft  bearings,  cam  shaft 
and  gears  are  then  assembled  in  cylinder  block,  valves  and  valve  seats  are 
reground  and  reseated,  and  valves  fitted  in  cylinder  block  and  timed  up  to 
piston  travel.  The  transmission  parts  and  bushings  that  are  worn  are  then 
rebushed  and  replaced  by  means  of  special  reamers  and  jigs.  Magnets  are 
tested  and  magneto  coil  is  tested  for  short  circuits  and  other  defects  by  means 
of  an  electrical  testing  device.  The  crank  case  is  rebrazed  if  necessary  and 
tested  to  make  sure  it  is  not  bent  or  twisted.  The  motor  is  then  assembled 
to  crank  case  and  transmission  cover  and  run  in  on  our  modem  test  block 
until  thoroughly  freed  up.  It  is  then  tested  under  its  own  power  until  pro- 
nounced O.K.  by  foreman. 

All  this  work  is  absolutely  guaranteed  and  done  for  a  labor  charge  of  $30.00. 

All  worn  or  defective  parts  are  replaced  with  new  ones,  for  which  the 
regular  Ford  catalog  price  is  charged. 

We  use  GENUINE  Ford  Parts  exclusively. 


In  order  to  put  off  the  day  when  a  motor  and  transmission  overhaul  is 
necessary,  owners  should  make  it  a  point  to  study  their  cars.  Learn  all  you 
can  about  their  operation  and  care.  A  man  having  a  knowledge  of  the  car's 
construction,  functions,  requirements  and  limitations  will  maintain  its  useful- 
ness and  derive  more  pleasure  from  it.  With  proper  care  you  will  receive 
many  thousand  miles  of  service  from  your  car  and  when,  after  a  prolonged 
period  of  usefulness,  the  car  is  ready  for  an  overhaul,  remember  that  we  are 
here  to  serve  you.  We  guarantee  to  give  it  the  "pep"  and  stamina  it  had 
when  new. 

Fig.  22  is  the  first  page  of  a  leaflet  distributed  by  a  dealer, 
which  has  resulted  in  increased  repair  business.  This  leaflet  also 
serves  as  a  constant  reminder  to  owners  that  only  genuine  Ford 
parts  should  be  used  in  making  repairs.  Pages  2,  3  and  4 
contain  a  list  of  labor  charges  on  the  major  repair  operations. 


i 


SELLING  SERVICE. 


Price  Auto  Service  Co. 

Authorized  Ford  Agents 
1M-3M-3O5407  Soatk  T«»ck8  Aveouc 

Wichita,  Kansas 


You  never  sret  an  imita- 
tion Ford  part  when  you 
buy  from  us — ^We  don't 
handle  'em. 

Use  these  prices  as  a 
basis  on  which  to  Figure 
your  Charges  for  Labor. 


TNt  WNIViaSAl  CAB 


Use  genuine  Ford  parts 
bought  from  the  Price 
Auto  Service  Co. 

Then  you  will  be  fair  to 
your  Customer  and  fair 
to  yourself. 


MWMIIHUniMIMMIUIUMIIUtMMtlMttUHtMMIiMMMMMMMI* 

Ah  AatoBoblle  Is  J  vst  like  a  man— **It*s  wlmt 
J9a  eaa't  see  that  cooats  the  most." 

—Nam  Derih  Sedrp 


Fig.  22. 


Special  Operation. 


45 


Featuring  of  special  operations  is  another  effective  means  of 
increasmg  revenue  from  the  repair  shop.  One  large  dealer  has 
the  sign,  Fig.  23,  posted  in  his  shop  near  the  entrance  in  plain 
view  of  customers  driving  their  cars  in  for  service. 


(' 


I 


■<     [ 


46 


SERVICE  STATION  MANAGEMENT. 


Fig.  23. 

The  labor  charge  for  draining  the  crank  case,  washing  out  with 
kerosene,  removing  bottom  plate  so  that  all  the  kerosene  will 
drain  out,  and  refilling  with  fresh  lubricant  is  $1.00.  This 
operation  not  only  increases  the  profits,  but  improves  the  running 
qualities  of  the  cars  in  service,  and  prolongs  the  life  of  the  trans- 
mission bands. 

Inspection  Service  Car. 

A  dealer  in  one  of  the  large  cities  maintains  a  car  with  the 
words  "Inspection  Service''  neatly  printed  on  it.  This  car  is 
manned  with  a  competent  mechanic  who  calls  on  all  owners  in 
the  territory  for  the  purpose  of  tuning  up  the  motor,  and  making 
minor  adjustments.  The  mechanic,  of  course,  when  doing  this 
calls  the  owner's  attention  to  any  repairs  that  should  be  made 
in  order  to  obtain  a  better  running  car  or  to  eliminate  the  possi- 
bility of  further  damage.  The  inspector  turns  in  a  report  to  the 
Service  Manager  of  the  condition  in  which  he  found  a  certain 
car  and  the  repairs  suggested.    If  the  owner  does  not  take  his 


SELLING  SERVICE. 


47 


car  to  the  shop  within  a  reasonable  time,  the  Service  Manager 
writes  him  a  letter  calling  his  attention  to  the  advisability  of 
having  such  repairs  made.  The  increased  repair  business  due 
to  this  inspection  system  not  only  pays  for  the  expense  of  the 
mechanic  and  the  operating  expenses  of  the  car,  but  also  pays 
a  good  return  on  the  investment. 

Up-to-date  Merchandising. 

Up-do-date  merchandising  policies  apply  as  well  to  the  auto- 
mobile business  as  to  any  other  retail  business.  Attractive 
window  and  salesroom  displays  of  parts  have  been  found  to 
result  in  increased  sales.  Several  dealers  showed  both  Ford  and 
Fordson  parts,  calling  attention  to  the  difference  in  size.  This 
method  produced  good  results  in  the  way  of  increased  sales  of 
tractors.  Prospective  purchasers  knowing  the  service  received 
from  the  Model  T  Ford  car,  could  get  an  idea  of  what  could 
be  expected  from  the  Fordson  tractor  by  comparing  the  size  of 
parts.  The  difference  in  size  between  a  Ford  and  a  Fordson 
cylinder  block  is  an  interesting  comparison.  Ford  and  Fordson 
crank  shafts  may  be  used  the  next  week,  and  so  on,  always  in 
a  differently  dressed  window. 

Service  Station  Bulletins. 
The  issuance  of  monthly  or  semi-monthly  bulletins  by  dealers 
has  proved  another  effective  means  of  increasing  service  business. 
Each  issue  of  the  bulletin  should  contain  a  cut  of  some  particular 
piece  of  equipment  that  the  Service  Station  has  for  making  more 
eflicient  repairs  on  cars  or  tractors;  for  example,  one  issue  may 
contain  a  picture  of  the  cylinder  reboring  tool  with  an  explana- 
tion as  to  the  advantages  of  reboring  machinery.  Another  issue 
could  contain  a  photograph  of  the  running-in  machine,  with  an 
explanation  as  to  why  more  efficient  work  can  be  done  with  this 
machine  than  by  depending  on  the  old  method  of  scraping  the 
bearmgs  by  hand  and  running  in  the  motor  under  its  own  power. 
Another  issue  may  contain  photographs  of  the  equipment  for 
repairing  radiators,  carburetor  repair  tools,  etc.,  or  a  photograph 
of  the  piston  vise  and  connecting  rod  alignment  fixture,  with 
explanation  as  to  why  the  use  of  these  fixtures  makes  repair  work 


48 


SERVICE  STATION  MANAGEMENT. 


SELLING  SERVICE. 


49 


11  it 


I 


a 


I 


(I 


I* 
I* 


50 


SERVICE  STATION  MANAGEMENT. 


n 


more  efficient.  (For  information  as  to  why  more  efficient  repairs 
can  be  made  with  the  aid  of  these  machines,  etc.,  see  Chapter  on 
Service  Equipment.) 

FoRDsoN  Service  Truck. 

Fig.  24  shows  a  Model  T  truck  used  as  a   Fordson  service 
car.     The  sides  of  the  body  are  neatly  lettered.     This  service 
car  traversing  the  country  roads,  has  proved  a  splendid  advertise- 
ment for  service.     Fig.  25  shows  the  method  of  loading  the 
tractor  onto  the  truck.     The  sides  of  the  body  are  removed  and 
coupled  to  the  rear  of  the  bed.     These  act  as  skids  for  running 
the  tractor  onto  the  truck.     The  back  panel  acts  as  a  support 
for  the  rear  end  of  the  truck.     The  tractor  is  then  drawn  up  on 
the  truck  by  means  of  a  windlass.     This  service  body  is  10  ft. 
2  ins.  in  length  by  5  ft.  9  ins.  in  width  over  all.     The  sides  consist 
of  two  2J^  ins.  boards  5  ins.  and  8  ins.  in  width  respectively. 
This  makes  the  inside  width  of  the  body  5  ft.  4  ins.  in  the  clear. 
The  windlass  is  made  of  a  piece  of  4  ins.  pipe  with  a  1^  in.  shaft 
running  clear  through,  upon  the  end  of  which  is  mounted  a 
63-tooth  gear,  meshed  with  a  12-tooth  pinion.    The  crank  has  a 
15-in.  throw,  and  with  this  5  to  1  reduction,  one  man  is  able 
to  load  a  tractor  very  easily.     This  attractive  and  serviceable 
truck  body  may  be  constructed  very  readily  from  the  above 
specifications.     This  same  dealer  has  obtained  splendid  results 
by  mailing  the  letter  (Fig.  26)  to  Fordson  owners. 

Figs.  27  and  28  are  diagrams  of  the  Model  T  and  truck  chas- 
sis, with  principal  dimensions  for  body  designing  to  assist  Ser- 
vice Stations  in  constructing  their  service  cars.  These  dimensions 
are  also  of  value  to  the  dealer  in  explaining  to  customers  the 
type  of  body  that  will  give  best  service  on  the  chassis. 

Monthly  Truck  Inspection  Report. 

A  Service  Station  specializing  in  truck  service  advises  that 
their  monthly  inspection  service  does  more  to  keep  their  cus- 
tomers satisfied  and  increase  the  revenue  from  their  repair  shop 
than  any  other  plan  adopted. 

Purchasers  of  trucks  are  allowed  two  hours  gratis  inspection 
service  per  month  for  the  first  year.  The  inspector  goes  care- 
fully over  the  truck,  making  minor  adjustments  and  noting 


'iJ 


SELLING  SERVICE. 


Dear  Sir: 

This  is  the  season  of  the  year  when  possibly 
you  are  doing  very  little,  if  any,  work  with 
your  tractor.  In  order  that  you  may  receive 
maximum  service  out  of  it,  permit  us  to  suggest 
that  you  let  our  mechanics  look  it  over  and  do 
whatever  work  is  necessary  to  put  it  in  first- 
class  condition  before  the  Spring  work  begins. 
The  old  saying,  "A  stitch  in  time  saves  nine," 
certainly  applies  here.  Adjustments  which  can  be 
made  now  will  possibly  save  you  a  large  repair 
bill  later  on. 

We  are  especially  well  equipped  to  take  care  of 
this  work  and  have  all  the  latest  tools,  equip- 
ment and  labor-saving  devices  with  which  to  do  it 
speedily  and  accurately.  We  also  have  just  com- 
pleted our  new  service  truck  which  is  equipped 
with  a  windlass,  so  that  one  man  can  load  and 
unload  a  tractor  by  himself.  For  owners  who  live 
quite  a  distance  from  and  do  not 

find  it  convenient  to  drive  their  tractor  into 
our  garage,  we  will  call  for  and  deliver  same, 
making  a  very  reasonable  charge  for  this  service. 
In  addition  to  our  superior  shop  equipment,  we 
might  state  that  all  of  our  mechanics  are  Ford 
trained,  and  we  are  constantly  kept  advised  by 
the  Ford  Motor  Company,  of  short  cuts  and  new 
methods,  that  are  found  to  be  efficient. 

We  naturally  have  an  interest  in  the  perform- 
ance of  your  tractor,  and  for  that  reason,  we  ask 
that  you  kindly  either  bring  your  tractor  in  or 
let  us  come  and  get  it  and  overhaul  it  this  win- 
ter before  the  Spring  rush  comes.  We  have  at 
present  something  like  200  satisfied  owners  of 
Fordson  Tractors  in  this  County,  and  you  can 
readily  see  that  it  will  be  impossible  to  serve 
this  many  owners  all  at  one  time-. 

Yours  truly, 

(S  i  gn  e  d ) Pre  s  i  den  t . 

Fig.  26. 


51 


52 


SERVICE  STATION  MANAGEMENT. 


SELLING  SERVICE. 


53 


03 
CI 

o 


54 


SERVICE  STATION  MANAGEMENT. 


r\ 


vtsssg 


SELLING  SERVICE. 


55 


56 


SERVICE  STATION  MANAGEMENT. 


THE    L    F.    MULLIN    CO. 

MontHly  Trick  hspietiii  Repirt 


THIS  TRUCK  pvm  VOK  INSPECTION . 


-SACK  MONTH. 


Addnw  — 

Motov  No. ' 


-Dilt  — 
-Ckargc 


-Med. 


1. 
Z 
3. 
4. 
S. 
6. 
7. 
S. 
9. 


It  radiator  full 

II  anii-frz.  reqnired- 
It  fan  b«li  tight 


Arc  water  hose  in  good  condition- 
Are  all  water  joints  tight 

Are  motor  leg  bolt»  light 


Are  trans,  housing  bolts  tight 

Docs  gas  flow  freely  to  carburetor- 

Poes  carb.  choke  properly 

la  compression  good: 

Cyl.  1 2 3 


11.  Are  valves  properly  adjusted- 

12.  Should  valves  be  ground 

13.  Should  carbon  be  cleaned 


14.  Hat  motor  normal  power .-. 

15.  Does  governor  operate  properly 

1&  Is  crank  case  oil  to  level 

17.  Should  oil  be  changed 


18.  Are  magneto  breaker  points  clean  and  properly 
adjusted 

19.  It  magneto  distributor  clean 

20.  Are  spark  plug  gaps  correct 


21.  Does  clutch  brake  work  propcrly- 

22.  It  clutch  action  smooth 


23.  Name  any  points  which  thow  lubrication  neg- 
lected   

24.  Are  Universal  points  in  good  condition 

25.  Are  wheel  bearings  properly  adjusted 

26.  Arc  front  wheels  properly  lined  up- 

27.  Is  steering  gear  properly  adjusted ~ 

28.  Are  steering  connections  straight 

29.  Is  foot  brake  properly  adjusted 

30.  Is  hand  brake  properly  adjusted — 

31.  Should  brakes  be  relined 

32.  Are  spring  clips  tight .__ 

33.  Are  radius  rods  tight-. ———__________ 

34.  What  is  condition  of  tires 

35.  What  it  general  condition  of  truck   regarding 
cleanliness 

36i.    Is  truck  overloaded — ™___™. 

How  much  

37.  Is  worm  properly  adjusted -__ 

38.  Ts  trans,  main  shaft  properly  adjusted 

39.  Is  truck  operated  intelligently 

40.  Arc  there  any  matters  requiring  attention  not 
mentioned ,,,.,, ,,, , 


THS  L.  P.  MULLIN  Ca 


laapcctor. 


Owncr- 


By.. 


Confinninf  tckphoM  coovcnatioa  ol- 


-kctweea  Mr.. 


Mr. 


THB  L.  P.  MULLIN  CO. 


ud 


Fig.  29. 


SELLING  SERVICE. 


57 


the  condition  of  the  different  units,  and  inspector's  report  (Fig. 
29)  is  filled  out  and  furnished  the  owner.  This  Service  Station 
advises  that  the  owners  almost  invariably  authorize  the  repairs 
suggested,  which  means  a  profit  from  the  sale  of  parts  and 
repair  labor. 

Tourists'  Trade. 

In  these  days  when  a  vast  amount  of  traveling  is  done  by 
automobile,  Service  Stations  should  not  overlook  the  profits  to 
be  made  from  the  transient  business.  Automobile  owners  always 
prefer  to  store  their  cars,  or  deal  with  the  Service  Station  special- 
izing in  service  on  their  particular  make  of  car.  In  addition  to 
the  profits  from  any  repairs  that  may  be  necessary,  there  is  the 
profit  from  storage,  also  the  sale  of  gasoline,  oil,  etc.  Road 
signs  located  at  intervals  of  a  mUe  on  all  principal  highways 
leading  into  the  town  or  city,  giving  the  name  and  location  of  the 
dealer,  distance  to  the  city  and  service  handled,  have  generally 
been  found  to  give  satisfactory  results. 

One  dealer  reports  that  in  addition  to  having  the  firm  name 
in  the  telephone  dkectory  he  has  the  service  which  he  handles 
listed,  for  example,  Ford  Service  Station,  and  that  transients 
have  often  complunented  him  upon  the  idea. 


CHAPTER  III. 


LABOR  CHARGES. 

Flat  Rates. 

Flat  rate  charges,  if  computed  on  the  proper  basis,  are  the 
most  satisfactory  to  dealers,  and  at  the  same  time  a  protection 
to  customers.  By  adopting  flat  rates  so  that  customers  may  have 
an  estimate  of  the  labor  charges  before  authorizing  repairs, 
many  misunderstandings  can  be  avoided.  Under  the  old  method 
of  assigning  a  man  to  a  job  without  any  idea  as  to  the  amount 
of  tune  that  will  be  expended  on  the  operation,  the  customer 
simply  pays  for  the  number  of  hours  charged  on  the  workman's 
time  ticket,  regardless  of  the  efficiency  of  the  man  or  the 
methods  employed  in  doing  the  work.  Conditions  vary  to  a 
certain  extent  in  different  sections  of  the  country,  hence,  instead 
of  showing  the  charge  to  be  made  for  a  certain  operation,  labor 
operation  time  costs,  or  the  time  in  which  any  of  the  repair 
operations  on  the  Model  T  car,  truck  or  the  Fordson  Tractor 
should  be  performed,  are  shown. 

The  charges  per  hour  should  be  reasonable,  taking  into  con- 
sideration the  labor  conditions  in  any  particular  community. 
The  charge  for  any  operation  can  be  computed  by  multiplying 
the  hourly  rate  by  the  time  shown.  When  determining  the 
hourly  rate  to  be  charged,  a  dealer  should  have  in  mind  that 
it  is  better  to  make  his  labor  charges  reasonable  and  keep  his 
shop  filled  with  work,  thus  making  the  long  profit  on  the  repair 
parts,  than  to  let  the  work  go  to  some  outside  shop  even  though 
he  may  be  supplying  that  shop  with  parts.  Take  for  example  a 
motor  overhaul;  the  average  amount  of  repair  parts  used  in  a 
motor  overhaul  is  $40.00.  At  40  per  cent,  discount  this  means  a 
profit  of  $16.00  on  the  parts  alone,  which  would  have  been  lost 
had  the  job  gone  to  some  outside  concern,  who  possibly  might 
have  a  lower  labor  charge. 

The  labor  operation  time  costs  also  enable  a  dealer  to  check 
up  his  shop.  If  more  time  is  being  consumed  on  any  operation 
than  is  shown  in  the  list,  an  investigation  should  be  made  and  an 

m 


I'l 


LABOR  CHARGES.  59 

effort  put  forth  to  bring  his  shop  up  to  a  higher  standard  of 
eflSciency  in  that  particular.  This  can  be  accomplished  by  the 
installation  of  more  up-to-date  equipment,  the  employment  of 
more  skilled  mechanics,  or  an  improvement  in  the  method  of 
handling  the  operations.  The  repair  operations  on  the  Model 
T  car,  truck  and  tractor  should  be  performed  in  the  time  shown 
in  the  following  lists : 

LABOR  OPERATION  TIME  COST^. 

Motor  Division. 
The  following  time  covers  work  on  cars  driven  into  the  service  stations: 

No.  Operation.  Hra.  Min. 

1  Overhaul  motor  and  transmission IQ 

2  Overhaul  motor  only 12 

3  Overhaul  transmission  only,  or  repair  or  replace  magneto. .     9 

4  Rebraze  crank  case  arms  or  support  or  repair  leak  in  case  by 

taking  out  the  motor a 

5  Install  or  refit  one  piston  or  one  connecting  rod 3 

^  Install  or  refit  two  or  more  pistons  or  connecting  rods 4        30 

7  Tighten  one  connecting  rod  bearing 1        20 

8  Tighten  two  or  more  connecting  rod  bearings 3 

9  Replace  transmission  bands 2 

10  Replace  transmission  cover  gasket 1  45 

11  Change  motor 4 

12  Replace  cam  shaft,  and  refit  bearings 3  30 

13  Replace  cam  gear — large 2 

14  Replace  cylinder  front  cover 1  39 

16  Grind  valves  and  clean  carbon 2  30 

16  Remove  carbon  only  (This  operation  to  be  used  only  when 

customer  will  not  permit  grinding  of  valves) 1        30 

17  Repair  cyhnder  head  bolts  stripped — one  or  two 2 

18  Repair  cylinder  head  bolts  stripped  imder  dash 4 

19  Clean  out  oil  feed  pipe 2 

20  Replace  cyhnder  head  gasket 45 

21  Replace  radiator  or  all  three  hose  connections 30 

22  Replace  one  hose  connection  only jg 

23  Replace  crank  shaft  starting  pin,  or  pulley 1        X5 

24  Tighten  motor  to  frame j 

26  Clean  crank  case  or  install  gasket  under  lower  cover 30 

26  Replace  carburetor  or  manifold— or  repair  leak  in  manifold ...  30 

27  Install  new  butterfly  spring qq 

28  Overhaul  carburetor j 

30       Replace  commutator  wire  loom 39 


60 


SERVICE  STATION  MANAGEMENT. 


I 


No.                    Operation.                                                              Hra.  Min. 

31  Replace  commutator  case  or  brush 20 

32  Replace  commutator  pull  rod  joint 30 

33  Replace  or  rebush  fan  pulley  assembly 30 

34  Adjust  clutch  fingers  and  trans,  bands 30 

35  Adjust  trans,  bands  only 15 

36  Stop  oil  leak  in  valve  doors 15 

37  Install  trans,  band  springs — each 30 

38  Replace  cylinder  water  jacket  plugs 15 

39  Install  new  starting  crank  handle 30 

Operations  5  and  15  combined  on  one  order 4  30 

Operations  6  and  15  combined  on  one  order 6  30 

Operations  12  and  15  combined  on  one  order 6  30 

Operations  15  and  17  combined  on  one  order 3  30 

Operations  9  and  19  combined  on  one  order 3 

Operations  10  and  19  combined  on  one  order 3 

Operations  30  and  31  combined  on  one  order 45 

Parts  brought  in  or  shipped  in  for  repairs: 

55B  Overhaul  motor  and  transmission 12 

56B  Overhaul  motor  only g 

57B  Overhaul  transmission  only 3 

58B  Rebore  cyhnder  only 1 

59B  Rebore  cylinder  only  including  fitting  of  pistons 1        30 

'65B  Rebore  and  fit  pistons  and  valves 2 

^B  Rebore  and  fit  pistons,  valves  and  push  rods  and  straighten 

and  fit  cam  shaft 3        30 

■67B  Fit  pistons,  crank  shaft  and  run-in  (rebored  block) 1 

•dSB  Rebush  three  transmission  drums 45 

69B  Rebush  transmission  drums — each 15 

70B  Rebush  and  re-rivet  three  triple  gear  assembUes 1 

71B  Braze  crank  case  arms  and  supports 1        15 

72B  Repair  crank  case  drain  plug  housing 1        15 

73B  Overhaul  carburetor 45 

74B  Disassemble  5/8  in.,  9/16  in.  or  3/4  in.  magnets  from  flywheel 

and  install  new  set 30 

75B  Straighten  crank  shaft 30 

76B  Straighten  cam  shaft 30 

77B  Straighten  cam  shaft  and  fit  bearings 1 

Operations  71B  and  72B  on  one  order 2        30 

Rear  System  Division— Model  T. 

The  foUowing  time  covers  work  on  cars  driven  into  the  service  stations: 

96       Overhaul  rear  axle  and  rebush  springs  and  perches  when 

necessary 4 

VI      Repair  or  replace  drive  shaft  tube 3 


LABOR  CHARGES. 


61 


No.  Operation.  Hrs.  Min. 

08       Repair  or  replace  one  rear  radius  rod 1 

99       Replace  rear  spring  tie  bolt  or  new  leaf  including  polishing 

and  graphiting  of  leaves  and  lining  up  of  body 2 

100  Remove  front  and  rear  springs,  polish  and  graphite  leaves 

only 3 

101  Replace  spring  perches 1 

102  Pad  rear  spring  to  line  up  body  or  replace  rear  spring  tie  bolt 

only 1        30 

103  Rebush  spring  and  perches 1        30 

104  Install  universal  joint 2 

105  Straighten  axle  shaft  (without  removing  from  car) 1 

106  Tighten  rear  radius  rod .• 30 

107  Install  felt  and  steel  washers 45 

108  Install  brake  shoes  and  equaUze  emergency  brakes 45 

109  Tighten  imiversal  ball  cap  bolts 30 

110  Install  or  tighten  rear  spring  clips . ,        30 

111  Tighten  rear  hub  lock  nut 30 

112  Fit  new  hub  keys 30 

113  Replace  pull  rod  supports 30 

114  Replace  or  rebush  hub  brake  cam — each  side 1        15 

116       Replace  rear  axle  assembly i        15 

116  Adjust  pull  rods  or  replace  one 30 

117  Straighten  rear  radius  rod  (in  car) 30 

118  Install  outer  roller  bearing — each 45 

119  Replace  rear  axle  shaft,  drive  shaft  pinion,  or  drive  gear  (no 

other  work  necessary) 3 

Operations  96  and  99  combmed  on  one  order 5        30 

Operations  96  and  102  combined  on  one  order .  * 5 

Operations  96  and  110  combined  on  one  order 4        30 

Parts  brought  in  or  shipped  in  for  repairs: 

140B    Overhaul  rear  axle 3 

141B    Straighten  or  repair  rear  radius  rod 30 

142B    Overhaul  differential  assembly  with  shafts 1        30 

143B    Remove  old  and  press  new  gear  on  axle  shaft — each 15 

Front  System  Division. 
The  following  time  covers  work  on  cars  driven  into  the  service  station: 

167  Overhaul  front  axle  including  rebushing  of  springs  and 

perches  when  necessary,  straightening  and  lining  up  and 

adjusting  of  wheels 3        30 

168  Rebush  spindle  bodies  and  arms — each  side 1        15 

160       Replace  or  straighten  front  axle  (no  other  repairs) 2 

170  Rebush  spindle  body — each 45 

171  Rebush  spindle  arm — each 30 


\ 


I 


62 


SERVICE  STATION  MANAGEMENT. 


No.  Operation.  Hts.  Min. 

172  Replace  broken  oflF  radius  rod  ball  cap  stud 2 

173  Replace  front  spring  tie  bolt  or  new  leaf,  including  polishing 

and  graphiting  of  leaves 2 

174  Replace  front  spring  or  tie  bolt  only i        X5 

175  Install  or  tighten  front  spring  clips 30 

176  Tighten  radius  rod  or  steering  gear  ball  cap 30 

177  Replace  radius  rod 30 

178  Straighten  front  radius  rod  and  line  up  front  assembly 45 

179  Replace  spindle  arm  or  body  and  line  up  assembly 45 

180  Replace  radius  rod  ball  cap  with  new  style 30 

181  Tighten  all  sockets  and  joints  of  front  end 1 

182  Replace  or  straighten  spindle  or  steering  gear  connecting  rod  ..        30 

Operations  167  and  172  combined  on  one  order 6 

Operations  167  and  173  combined  on  one  order 5 

Operations  167  and  208B  combined  on  one  order 6 

Parts  brought  in  or  shipped  in  for  repairs: 

202B  Straighten  front  axle x 

203B  Straighten  radius  rod 3Q 

204B  Install  stud  in  radius  rod 30 

205B  Rebush  spindle  body  and  arm 30 

206B  Rebush  spindle  arm jg 

207B  Rebush  spindle  body jg 

208B  Rethread  front  axle  by  drilling  out  and  bushing 2 

Chassis  Division. 

The  following  time  covers  work  on  cars  driven  into  the  service  stations: 

Front  end  and  frame — Model  T. 

228  Replace  front  cross  member 4        30 

229  Replace  front  cross  member  when  radiator  is  off 4 

230  Straighten  front  cross  member  (without  removing  from  car)    2 

231  Replace  rear  cross  member 5 

232  Replace  side  member  or  frame 15 

.  233  Install  engine  pans 45 

234  Tighten  engine  pan 3Q 

235  Tighten  crank  case  front  end  bearing  cap 45 

236  Install  hood  chps  or  springs  on  hood  board— each  side 30 

237  Free  up  hand  brake  lever 30 

238  Remove  radiator  to  replace  radiator  stud  or  tighten  fender 

brackets 45 

239  Replace  starting  crank  ratchet  pin 30 

240  Replace  starting  crank  or  sleeve 45 

241  Install  running  board  bracket i  45 

242  Repair  hand  brake  lever  assembly  including  replacing  of  pawl  ..  45 

243  Replace  hand  brake  lever  quadrant  without  removing  run- 

ning board  shield 1 


/ 


No. 

244 
245 
246 


258 
259 
260 
261 
262 
263 
264 
265 


276 
277 
278 
279 
280 


291 

292 
293 
294 
295 
296 
297 
298 
299 


310 
311 
312 
313 


323 
324 

325 


LABOR  CHARGES. 


63 


Operation.  Hrs.  Min. 

Tighten  all  bolts  and  nuts  on  car 2 

Tighten  body  bracket  bolts 3Q 

Install  tail  lamp  bracket 39 

Fejjders  and  Running  Boards. 

Replace  one  fender  or  running  board 30 

Tighten  all  fenders,  running  boards,  shields  and  truss  rods . .     1  15 

Remove  fender  or  running  board  and  straighten 45 

Replace  running  board  shields j  30 

Install  fender-to-shield  bracket — each 30 

Install  metal  tool  box 30 

Replace  rear  fender  iron 30 

Replace  truss  rods ^0 

Dash. 
Replace  dash 3 

Replace  dash  when  motor  is  out 1        15 

Tighten  dash  bracket  to  body  and  dash 45 

Replace  coil  box  and  install  Yale  lock 1 

Replace  coil  box,  install  new  switch  on  coil  box  or  repair  the 
^'^ 30 

Steering  Gear. 
Overhaul  steering  gear,  including  replacing  of  quadrant  or 

gear  case  and  rebushing  of  bracket 2        45 

Overhaul  steering  gear  when  motor  is  out 2 

Tighten  rivets  of  internal  gear  case 1 

Tighten  at  dash  and  rebush  bracket i 

Replace  wheel  or  spider 30 

Tighten  at  dash  and  post 30 

Replace  steering  gear  assembly 2 

Rebush  bracket  only 3Q 

Tighten  steering  gear  case  cover 39 

Muffler. 

Change  long  exhaust  pipe 30 

Replace  muffler 3Q 

Repair  muffler 45 

Repack  exhaust  pipe  pack  nut 15 

Gas  Tank  and  Line. 

Repair  leak  in  Touring  Car  gas  tank 1        15 

Repair  leak  in  Touring  Car  gas  tank  (when  necessary  to 

remove  body) 5 

Clean  sediment  bulb,  gasoline  feed  line  and  drain  carburetor  . .        30 


64 


SERVICE  STATION  MANAGEMENT. 


LABOR  CHARGES. 


65 


Hood. 
No.  Operation.  Hre.  Min. 

396      Straighten  hood 1 

337       Install  hood  leather 30 

Radiator. 

348  Overhaul  radiator 5 

349  Install  new  core  in  radiator 3 

350  Repair  radiator,  solder  one  or  two  tubes 1 

351  Solder  neck  or  top  tank  or  repair  without  removing  from  car  . .         15 

352  Solder  casting  to  lower  or  top  tank  when  necessary  to  remove 

radiator 1 

353  Replace  broken  pet  cock 15 

Wheels. 

365  Change  hub,  rear  or  front 1 

366  Replace  wheel  and  tire — each 30 

367  Adjust  and  dope  front  wheels 30 

368  Remove  front  wheels  and  replace  bearing  parts 1 

369  Line  up  front  wheels 30 

370  Oil  and  dope  car,  including  graphiting  springs 1 


Starting,  LiGHnNO  and  Ignition  Division. 

The  following  time  covers  work  on 

Cars  Driven  into  the  Service  St<Ui(m, 

Install  starting  and  lighting  system  when  engine  is  built  to 

receive  it 4 

Replace  instrument  board 1 

Replace  battery  bracket 1 

Replace  starting  motor 1 

Replace  generator 30 

Replace  cutout 15 

Replace  ammeter 30 

Replace  ignition  switch 45 

Replace  foot  switch 30 

Replace  bendix  drive 30 

Replace  ignition  wire  loom 30 

Replace  switch  to  terminal  block  loom . .  45 

Replace  terminal  block  to  head  and  tail  light  loom 45 

Replace  switch  to  motor  cable 15 

Replace  battery  to  switch  or  ground  cable — each 15 

Replace  ammeter  to  switch  or  cutout  wire  (one  or  both) 30 

Overhaul  starting  motor 2 

Overhaul  generator 1  30 

Repair  and  adjust  cutout 30 

Set  or  replace  third  brush 16 


i 


520 

621 
622 
623 
524 
626 
626 
627 
528 
529 
630 
631 
632 
533 
534 
635 
536 
537 
538 


No. 

540 
541 
542 
543 
544 
545 
546 
547 
548 
549 


560 
561 
562 
563 
564 
565 

566 
567 
568 
569 
570 
571 
572 
573 


Operation.                                                                 Hrs.  Min. 

Clean  commutator 15 

Replace  commutator  case  or  brush 30 

Coil  units,  test,  adjust  and  replace  when  necessary 15 

Replace  commutator  pull  rod 15 

Replace  head  lamp 30 

Adjust  headlamp  (installing  bulbs  when  necessary) 15 

Straighten  damaged  head  lamp 1 

Install  lens  or  reflector  (one  or  both) 15 

Replace  and  adjust  horn 30 

Clean  and  repair  set  of  oil  lamps 45 

Parts  Brought  in  or  Shipped  in  for  Repair. 

Overhaul  starting  motor 1 

Overhaul  generator 1 

Repair  and  adjust  cutout 15 

Install  field  coils  in  motor  or  generator  yoke 15 

Adjust  or  replace  third  brush 15 

Replace  bushing  in  motor  brush  end  bracket  or  in  mounting 

bracket 15 

Replace  gear  on  generator 16 

Replace  bearing  (1  or  2)  on  generator  armature 16 

Install  spacer  on  motor  shaft  (old  style) 16 

Remove  ball  bearing  stuck  in  bracket 15 

Remove  dents  from  head  lamp,  door  or  body 45 

Install  lens  or  reflector  (1  or  2) 16 

Coil  units;  test,  adjust  and  replace  points  when  necessary  ...  16 

Tighten  or  remove  dent  trom  horn 30 


Truck  Rear  System  Division. 
The  following  time  covers  work  on 

Trucks  Driven  into  the  Service  Station. 

96A    Overhaul  rear  axle  and  rebush  springs  and  perches  when 

necessary 9        30 

97A    Repair  or  replace  drive  shaft  tube 5        30 

98A    Repair  or  replace  on  rear  radius  rod 2        15 

99A    Replace  rear  spring  (one  2  hr.  30  min.) — both 4 

lOOA    Remove  front  and  rear  springs,  pohsh  and  graphite  leaves . .  5        30 

101 A    Replace  spring  perches  (one  1  hr.  15  min.)^t)oth 2        16 

103A    Rebush  springs  and  perches 3 

104A    Install  universal  joint 4        45 

106A    Tighten  rear  radius  rod 1        15 

107A    Install  felt  and  steel  washer,  one  side 1 

108A    Install  brake  shoe  and  equalize  brakes  (one  1  hr.) — both  . .  1        45 

109A    Tighten  universal  ball  cap  bolts 30 


I 


66 


SERVICE  STATION  MANAGEMENT. 


LABOR  CHARGES. 


67 


No.                     Operation.                                                                 Hrs.  Min. 

IIOA  Install  or  tighten  rear  spring  clips 1  76 

lllA  Tighten  rear  hub  lock  nut  (one  15  min.) — both 30 

112A  Fit  new  key  in  taper — each 45 

113A  Replace  pull  rod  supports  (one  15  min.) — each 15 

114A  Replace  or  rebush  hub  brakes  cam — each 2 

115A  Replace  rear  axle  assembly 4 

116A  Adjust  pull  rods  or  replace  one 1 

117A  Straighten  rear  radius  rod  in  truck 1  15 

118A  Install  outer  roller  bearing — each 1  90 

119A  Replacing  rear  axle  shaft,  drive  shaft,  worm  or  worm  gear 

(no  other  work  necessary) 6  25 

Parts  Brought  in  or  Shipped  in  for  Repair, 

143B  Replacing  worm  on  shaft 30 

144B  Replacing  ball  bearing  from  differential  case 30 

145B  Rebush  drive  shaft 30 

146B  Tighten  or  replace  parts  on  universal  joint 30 

147B  Replace  differential  gear  on  axle  shaft 30 

140B  Overhaul  axle  complete 5 

141B  Overhaul  differential  and  housing  assembly 1  30 

142B  Overhaul  drive  shaft  and  tube  assembly 1 

148  Repair  or  straighten  rear  radius  rod 30 

TRACTOR  LABOR  OPERATION  TIME  COSTS. 
The  Engine  Division. 

The  following  time  applies  when  parts  are  assembled  in  tractor. 

1  Overhaul  engine 16 

2  Change  engine 4 

3  Install  or  refit  one  piston  or  connecting  rod 3 

4  Install  or  refit  two  or  more  pistons  or  connecting  rods 4        30 

5  Tighten  connecting  rod  bearing 2 

6  Tighten  two  or  more  connecting  rod  bearings 2        45 

7  Replace  cam  shaft 3        30 

8  Replace  cylinder  front  cover  or  gasket 2 

9  Replace  cyhnder  head  or  gasket 1 

10  Remove  carbon  and  grind  valves 3 

11  Remove  carbon  only 1        30 

12  Remove  broken  cylinder  head  bolt 2        45 

13  Replace  or  clean  crank  case  and  oil  tube,  and  install  new 

gaskets 1        30 

14  Drain  crank  case  and  change  oil 30 

15  Replace  starting  crank 15 

16  Tighten  one  crank  shaft  line  bearing 2 

17  Tighten  two  or  three  crank  shaft  Une  bearings 3 


No.  Operation.  Hrs.  Min. 

18  Tighten  all  bearings  on  crank  shaft 4 

19  Replace  oil  pipe  (no  other  work  necessary) 4        30 

20  Replace  cylinder  water  jacket  plug,  front  or  rear 1 

21  Stop  oil  leak  in  or  around  valve  cover 15 

22  Replace  large  time  gear 2 

23  Replace  cylinder  front  cover 1        30 

24  Replace  fan  bracket l 

The  following  tune  applies  when  parts  are  brought  in  or  shipped  in  for  repair. 

26  Overhaul  engine lo 

27  Rebore  cylinders  only i        30 

28  Rebore  cylinders  including  fitting  of  pistons 2 

29  Rebore  and  rebabbitt  cyUnder  block  including  fitting  pistons.  3        30 

30  Rebabbitt  cylinder  block  only l        30 

31  Rebabbitt  cylinder  block,  fit  crank  shaft  and  run  in 2        30 

32  Rebabbitt  and  rebore  cylinder  including  fitting  of  pistons, 

crank  shaft,  connecting  rods  and  running  in 6        30 

33  Rebabbitt  and  rebore  cylinder  block,  fit  pistons,  valves,  push  . . 

rods,  cam  shaft,  crank  shaft,  connecting  rods  and  running  in    8 

34  Rebore,  and  fit  pistons  and  valves 3 

35  Rebore,  fit  pistons,  valves,  push  rods,  straighten  and  fit  cam 

shaft 4  15 

36  Fit  pistons,  crank  shaft,  and  run  in  (rebored  block) 1  15 

37  Straighten  crank  shaft 30 

38  Straighten  cam  shaft 30 

39  Replace  small  time  gear  on  crank  shaft 15 

The  Fuel  Division. 

The  following  time  applies  when  parts  are  assembled  in  tractor. 

46  Overhaul  fuel  system  complete 4 

Ftiel  Supply, 

47  Replace  large  fuel  tank 30 

48  Replace  gasoline  tank 30 

49  Replace  fuel  line  (either  one) 15 

50  Replace  sediment  bulb 15 

51  Overhaul  sediment  bulb 30 

52  Clean  all  fuel  lines  including  shifter  valve  and  spray  nozzle 30 

53  Repair  small  leak  in  the  fuel  tank 1  15 

Air  Washer  and  Tubes. 

56  Replace  air  washer 1 

57  Overhaul  air  washer  (dismantle,  clean  and  inspect) 1        30 

58  Replace  air  washer  float  or  bafiie  plate 30 

59  Replace  primary  or  main  air  tube,  tube  flange  or  gaskets 15 


11 


68 


SERVICE  STATION  MANAGEMENT. 


LABOR  CHARGES. 


I 


' 


Na.  Operation.  Rra-  Min. 

Float  Chamber, 

01    Replace  float  chamber  assembly 80 

62  Overhaul  float  chamber  assembly I 

63  Replace  or  tighten  spray  nozzle  or  needle  valve  seat 15 

64  Replace  float  in  float  chamber ^^ 

Manifold. 

66  Replace  manifold  and  vapor  system  complete 30 

67  Replace  vapor  tube  and  clean  shifter  valve  when  necessary  . .     1 

68  Replace  manifold 3 

69  Replace  shunt  valve 1  30 

70  Replace  inlet  and  exhaust  port  gaskets 80 

71  Replace  manifold  outlet 80 

72  Replace  exhaust  tube 15 

Mixing  Chamber. 

76  Replacing  mixing  chamber 30 

77  Overhaul  mixing  chamber 1  30 

78  Clean  gasoline  passage  in  shifter  valve 16 

79  Replace  shifter  valve 30 

80  Replace  shifter  valve  lever 30 

The  following  time  applies  when  parts  are  brought  in  or  shipped  in  for  repair. 

86  Overhaul  air  washer 30 

87  Overhaul  vapor  system 2  30 

88  Replace  vapor  tube 30 

89  Overhaul  mixing  chamber 46 

90  Overhaul  float  chamber -.  46 

91  Repair  small  leak  in  fuel  tank 1  16 

92  Overhaul  sediment  bulb 80 

93  Repair  small  leak  in  air  washer  float 80 

The  Ignition  Division. 
The  following  time  applies  when  parts  are  assembled  in  tractor. 

96  Replace  magnets  on  flywheel 4  30 

97  Replace  magneto  coil  support 4 

98  Replace  commutator  wire  loom 80 

99  Replace  commutator  case  or  brush 80 

100  Replace  coil  box 80 

101  Overhaul  coil  box •••     1 

102  Special  time  up,  adjust  carburetor  and  coil  imits,  changmg 

points  if  necessary;    clean  spark  plugs  and  commutator 

case  and  roller I 

The  following  time  applies  when  parts  are  brought  m  or  shipped  in  for  repair. 

106  Replace  magnets  on  flywheel 80 

107  Overhaul  coil  box 80 


Cooling  System  Division. 
The  following  time  applies  when  parts  are  assembled  in  tractor. 

The  Fan. 

No.                 Operation.                                                                 Hrs.  Min. 

111  Replace  starting  pin  or  lower  pulley 30 

112  Replace  and  adjust  fan  belt 15 

113  Replace  fan  assembly 30 

114  Overhaul  fan  assembly 45 

The  Radiator. 

116  Replace  radiator  core  or  header  gaskets 2  90 

117  Replace  lower  tank  to  cylinder  front  cover  gasket 16 

118  Replace  upper  tank  to  fan  bracket  gasket 15 

119  Replace  fan  bracket  to  cylinder  head  gasket 16 

120  Replace  top  tank  cover 16 

121  Replace  side  member  (each) 45 

122  Replace  top  tank  or  top  tank  to  core  gasket 1  30 

123  Replace  bottom  tank  or  bottom  tank  to  core  gasket 1  30 

124  Replace  all  gaskets 3 

125  Repair  one  or  two  small  leaks  (when  core  is  removed) 30 

126  Replace  headers  (when  core  is  removed) — each ^ 

127  Replace  tubes  (when  core  is  removed) — each 30 

128  Replace  broken  or  leaky  drain  cock 15 

The  following  time  applies  when  parts  are  brought  in  or  shipped  in  for  repair. 

131  Replace  bearings  in  fan 30 

132  Repair  one  or  two  small  leaks  in  core 30 

133  Replace  headers — each 30 

134  Replace  tubes — each  30 

135  Replace  core 1  30 

Front  System  Division. 

The  following  time  applies  when  parts  are  assembled  in  tractor. 

141  Overhaul  front  axle,  including  rebushing,  straightening  and 

lioing  up  and  adjusting  wheels 2  30 

142  Rebush  spindle  bodies  and  arms — each 1 

143  Replace  or  straighten  axle  (no  other  repairs  necessary) 1  45 

144  Rebush  spindle  body — each 46 

145  Rebush  spindle  arm — each 80 

146  Replace  radius  rod 15 

147  Straighten  radius  rod  and  line  up  assembly 46 

148  Replace  spindle  arm,  or  body  and  line  up  assembly 45 

149  Tighten  aJl  sockets  and  joints  of  front  end 30 

150  Replace  steering  connecting  rod  and  line  up  assembly 30 

151  Take  play  out  of  or  replace  steering  drag  link 30 


70 


SERVICE  STATION  MANAGEMENT. 


LABOR  CHARGES. 


71 


li 


No.  Operation.  Hrs.  Min. 

The  following  time  applies  when  p&Tia  are  brought  in  or  shipped  in  for  repair. 

156  Straighten  front  axle 1 

157  Straighten  radius  rod 80 

158  Rebush  spindle  body  and  arm 30 

159  Rebush  spindle  body 15 

160  Rebush  spindle  arm 15 

Transmission  Division. 

The  following  time  appUes  when  parts  are  assembled  in  tractor. 

165  Overhaul  transmission  including  clutch  and  shifter  plate 6 

166  Overhaul  transmission  only 5 

167  Install  disc  in  or  replace  transmission  housing  plate 3 

168  Overhaul  clutch  only 2        30 

169  Overhaul  shifter  plate 1 

170  Replace  shifter  plate 30 

171  Replace  or  install  belt  pulley  gear  and  drive  shaft 3 

The  following  time  applies  when  parts  are  brought  in  or  shipped  inf  or  repair. 

176  Overhaul  clutch 30 

177  Replace  bearing  or  gear  on  drive  or  transmission  shaft 15 

178  Overhaul  shifter  plate 30 

179  Replace  or  install  belt  pulley  gear  on  drive  shaft 15 

Dash  and  Control  Assembly  Division. 

The  following  time  applies  when  parts  are  assembled  in  tractor. 

181  Replace  dash  assembly  or  gasket 1 

182  Overhaul  dash,  including  steering  gear  and  clutch  pedal 2 

183  Replace  steering  shaft 1        30 

184  Replace  steering  arm  rear 1        30 

185  Replace  steering  sector  or  pinion 1        30 

186  Replace  wheel  or  spider 30 

187  Replace  clutch  pedal,  cam,  release  plate,  or  lever,  or  adjust 

clutch 1        30 

188  Replace  any  of  the  control  or  adjusting  rods 30 

The  following  time  appHes  when  parts  are  brought  in  or  shipped  in  for  repair. 

196  Overhaul  dash,  including  steering  gear  and  clutch  pedal 1 

197  Replace  steering  shaft 30 

198  Replace  steering  arm  rear 30 

199  Replace  steering  sector  or  pinion 30 

200  Install  wheel  on  spider 15 

201  Replace  clutch  pedal,  cam,  release  plate  or  lever 30 


Rear  System  Division. 

The  following  time  applies  when  parts  are  assembled  in  tractor. 
No,  Operation.  Hrs.  Min. 

206  Overhaul  rear  axle  assembly 6 

207  Install  felt  washer  on  axle  one  side 30 

208  Replace  axle  shaft  or  differential  gear  one  side 3 

209  Replace  axle  shaft  or  differential  gear  two  sides 3        30 

210  Replace  worm  or  worm  bearing 45 

211  Replace  worm  and  gear 4 

212  Line  up  differential 3        30 

213  Replace  axle  housing  right  or  left  each 1 

214  Replace  transmission  housing 6 

215  Replace  draw  bar  cap 1        15 

216  Replace  rear  wheels  each 15 

217  Remove  broken  cap  screw  from  rear  hub 1 

218  Replace  outer  roller  bearing  sleeve — each 1 

The  following  time  applies  when  parts  are  brought  in  or  shipped  in  for  repair. 

226  Overhaul  differential  assembly 2 

227  Replace  differential  gear  on  axle  shaft 15 

228  Replace  bearing  on  worm 15 

229  Overhaul  rear  axle  and  transmission  including  shifter  plate 

when  rear  end  is  delivered 9 

230  Replace  transmission   housing  when  rear  end  assembly  is 

delivered •     5 

Wheel  Division. 
The  following  time  applies  when  parts  are  assembled  in  tractor. 

236  Replace  bearings  in  front  wheels — each 30 

237  Replace  bearings  in  front  wheels  and  install  new  races — each 

wheel 45 

238  Install  new  cleats — each 45 

239  Install  new  cleats,  complete  wheel 11 

240  Install  grousers — each  wheel 1        30 

241  Install  extension  rim  when  necessary  to  drill  wheel 2 

The  following  time  appUes  when  parts  are  brought  in  or  shipped  in  for  repair. 

246  Install  new  bearings  or  races  in  front  wheels — each 30 

247  Install  new  cleats — each 45 

248  Install  new  cleats,  complete  wheel 11 

249  Install  grousers — each  wheel 1  30 

250  Install  extension  rim  when  necessary  to  drill  wheel — each...     1  30 

Miscellaneous  Division. 

256  Install  belt  pulley 1 

257  Overhaul  belt  pulley  when  removed  from  tractor 45 

6 


72 


SERVICE  STATION  MANAGEMENT. 


No.  Operation.  Hre.  Min. 

258  Replace  seat  or  seat  spring 16 

259  Paint  tractor 4 

Combination  Operations. 

If  work  requiring  splitting  the  tractor  is  performed  on  both  the  engine 
and  transmission,  deduct  from  the  total  time,  one  hour  and  a  half. 

Operations  4  and  10  combined  in  oneorder 6 

Operations  3  and  10  combined  in  one  order 4        30 

Operations  12  and  10  combined  in  one  order 4 

Operations  19  and  96  combined  in  one  order 5 

Replace  large  time  gear  when  radiator  is  removed 1 

Replace  cam  shaft  when  radiator  is  removed 1        30 


I 


CHAPTER  IV. 


THE  SERVICE  ORGANIZATION. 

Personnel  op  Service  Organization. 

The  service  organization  includes  all  employes  that  have  any- 
thing to  do  with  the  preparation  of  the  car,  truck  or  tractor  for 
delivery,  and  their  maintenance  after  they  pass  into  the  hands 
of  the  purchaser.  This  service  organization,  including  skilled 
and  unskilled  labor,  also  the  clerical  force,  should  be  under  the 
supervision  of  the  service  manager. 

Departmentalization. 

The  shop  should  be  departmentalized.  Departmentalization 
leads  to  specialization,  and  specialization  tends  to  efficiency. 
Although  in  smaller  shops  it  may  not  be  practicable  to  have  de- 
partments with  a  foreman  in  charge,  still  there  is  no  reason  why 
there  cannot  be  a  motor  repairman,  a  rear  axle  repairman,  a  tractor 
repairman,  a  radiator  repairman,  etc. — each  man  a  specialist  in 
his  own  line  of  work,  and  the  same  result  is  accomplished.  This 
method  is  far  superior  to  the  old  practice  of  having  three  or  four 
handy-men,  working  first  on  a  motor,  then  on  a  rear  axle, 
radiator,  etc.  This  practice  results  in  a  saving,  as  each  repair- 
man, being  a  specialist,  can  perform  the  work  in  much  less  time 
than  if  he  worked  on  any  job  that  was  assigned  him.  By  adopt- 
ing this  practice,  a  saving  can  be  effected  in  the  division  of  labor; 
for  example,  not  as  much  skill  is  required  to  remove  a  motor  or 
rear  axle  assembly  from  the  chassis,  as  to  repair  the  units,  and  by 
having  a  specialist  make  the  repairs,  then  less  skilled  men  can 
be  assigned  to  removing  the  units  and  installing  them  after  the 
repairs  are  made. 

Service  Organization  Chart. 

Fig.  30  is  a  service  organization  chart  and  although  this  chart 
in  its  entirety  may  not  be  applicable  to  the  smaller  Service 
Stations,  yet  it  is  a  layout  to  work  to,  as  the  organizations  grow. 
The  chart  should  also  give  the  smaller  dealers  a  thought  toward 

73 


M 


74 


SERVICE  STATION  MANAGEMENT. 


II 


Receiving  Clerk 

\ 

Shipping  Clerk 

Repair  Stock 

(Chief  Stodkeeper) 

Tool  Clerk 

Parts  Salesmen 

Stock  Men 

Guarantee  Clerk 

Trouble  Men  (Servic   Salesmen) 

Emergency  Men  (Service  Car  Men) 

Garage 

(Garage  Foreman) 

Car  Washers  and  Polishers 

Gasoline  and  Oil  Men 

Tire  Men 

Supenntendent 

'Ik 

Battery  Repair  Men 

Generator  and  Starter  Men 

, 

Motor  Repair  Men 

Repair  Shop 

(Repair  Shop 
Foreman) 

Axle  Repair  Men 

Inspectors  and  Testers 

Radiator  Repair  Men 

Tractor  Repair  and  Emergency  Men 

Machinists 

Carpenters^ 

Laborers 

SERVICE 
MANAGER 

Maintenance 
(Maint.  Foreman) 

Watchmen 

Electricians 

Porters 

Unloaders 

New  Cars 

Car  Assemblers 

Car  Testers 

■ 

Serv.  Met's.  Clerk 

Purchasing  Material 

Public  and  Correspondence 

New  Car  Delivery  Teachers 

Repair  Order  Clerk 

Garage  Cashier  and  Information  Clerk 

Owner's  Follow  Up 

THE  SERVICE  ORGANIZATION. 


75 


' 


Fig.  30. 


making  similar  divisions  in  their  organization,  so  that  the 
mechanics  will  become  specialists  in  their  particular  line  of 
work,  subject  of  course  to  the  supervision  of  the  superintendent. 

The  Service  Manager. 

It  devolves  upon  the  service  manager  to  develop  the  service 
organization,  build  up  the  service  business  and  show  the  proper 
profits  from  the  business  handled.  The  service  manager  should 
not  be  burdened  with  details,  either  mechanical  or  clerical,  but 
should  be  free  to  formulate  plans  for  increasing  the  efficiency  of 
the  organization,  as  well  as  increasing  the  volume  of  business. 
The  duties  of  the  service  manager  may  be  summed  up  as  follows: 

General  supervision  of  the  entire  service  organization. 

Personal  supervision  of  the  settlement  of  all  complaints. 

Keeping  in  close  personal  touch  with  all  customers. 

Increasing  the  efficiency  of  the  organization. 

Efficiency  Meetings. 

One  of  the  best  means  of  developing  the  organization  is  by 
holding  regular  efficiency  meetings  at  stated  intervals,  of  the 
entire  staff,  both  mechanical  and  clerical.  The  object  of  these 
meetings  should  be  an  exchange  of  ideas,  and  all  employes 
should  be  urged  to  express  themselves  freely.  The  service 
manager  that  consults  with  his  mechanic  will  be  surprised  at 
some  of  the  short-cut  methods  proposed.  The  mechanic  is  in 
a  position  to  judge  of  the  value  of  any  special  tool  or  equipment 
that  may  be  under  consideration,  and  his  judgment  should  be 
consulted  in  such  matters.  It  is  largely  a  matter  of  getting  the 
mechanic  sufficiently  interested  in  his  work  to  apply  some  real 
thought  on  the  subject  of  doing  the  work  more  efficiently. 
Many  valuable  ideas  in  connection  with  the  manufacture  of 
automobiles  have  come  from  employes,  and  have  resulted  in 
splendid  savings.  Similarly  if  the  mechanic  repairing  axles  can 
save  thirty  minutes  on  a  job  by  some  short-cut  method  or  the 
use  of  more  improved  equipment,  the  efficiency  of  the  repair  shop 
would  be  increased  and  the  saving  in  dollars  and  cents  in  a  week 
or  month  would  be  considerable. 

The  clerical  staff  should  also  be  encouraged  to  make  suggestions 
that  will  improve  the  method  of  handling  the  routine  work;  for 


76 


SERVICE  STATION  MANAGEMENT. 


example  if  a  few  minutes  can  be  saved  in  routing  the  repair 
orders,  or  the  method  of  maintaining  the  stock  records,  the 
saving  in  the  course  of  a  few  months  will  be  well  worth  while. 

The  Superintendent. 

The  superintendent  should  have  charge  of  the  entire  organiza- 
tion, with  the  exception  of  the  service  manager's  department. 
The  superintendent  should  be  responsible  only  to  the  service 
manager. 

Stock-room  Foreman. 

The  stock-room  foreman  or  chief  stock  clerk  should  have  charge 
of  the  following  work: 

Maintenance  of  sufficient  amount  of  stock. 

Keeping  the  stock  records. 

Layout  and  appearance  of  the  stock  room. 

Sale  of  parts  over  the  counter,  and  by  the  salesmen. 

Receiving  and  shipping  material. 

Garage  Foreman. 

The  garage  foreman  should  have  charge  of  the  service  floor, 
and  his  duties  are  as  follows: 

Proper  handling  of  customers  entering  the  garage,  in  that 
they  are  approached  in  a  courteous  manner  and  their  wants 
handled  promptly. 

The  proper  diagnosing  of  troubles. 

The  proper  writing  of  repair  orders. 

DeUvery  of  cars  to  customers,  after  repair. 

Assistant  Service  Manager. 

The  assistant  service  manager  should  handle  the  detail  work 
in  connection  with  service  matters. 

He  should  become  thoroughly  familiar  with  all  the  details  of 
the  service  manager's  work,  with  a  view  to  succeeding  the  service 
manager  in  case  of  illness  or  any  change  in  the  organization. 

The  duties  of  the  assistant  service  manager,  or  chief  clerk,  are 
as  follows: 


THE  SERVICE  ORGANIZATION. 


77 


The  purchasing  of  all  supplies  and  material  in  connection  with 
the  maintenance  of  the  Service  Station. 

Correspondence  with  customers. 

Instruction  of  new  owners. 

Keeping  the  card  record  on  all  customers  and  writing  follow-up 
letters,  etc. 


( 


CHAPTER  V. 
SERVICE  STATION  LAYOUTS. 

Service  Station  Arrangement. 

Figs.  31  to  36  inclusive  are  Service  Station  and  shop  layouts 
for  one-  or  two-story  Service  Stations  on  inside  and  corner  lots. 
The  Service  Station  should  be  arranged,  as  far  as  possible,  to 
eliminate  loss  of  time  in  moving  the  different  units  of  the  car 
from  one  point  to  another.  In  the  larger  Service  Stations  in 
which  the  shop  is  departmentalized  the  motor  and  transmission 
repair  departments  should  be  located  nearest  the  stock  room. 
The  rear  axle  department  next;  then  tractor  repair,  radiator 
repair,  etc.  The  motor  and  transmission  departments  will  re- 
quire more  parts  from  the  stock  room  than  the  other  depart- 
ments, hence  they  should  have  preference  in  location.  The  rear 
axle  and  tractor  departments  should  be  next  in  order. 

Displaying  Equipment. 

The  equipment  of  a  Service  Station  for  making  efficient  repairs 
on  cars  is  one  of  the  best  advertising  features  a  dealer  can  have, 
and,  in  the  case  of  a  one-story  Service  Station,  the  machine  shop 
should  be  located  so  that  customers  driving  in  and  out  of  the 
shop  will  see  the  equipment.  One  large  dealer  with  a  one-story 
building  has  arranged  a  public  space  separated  from  the  machine 
shop  by  glass  windows,  so  that  customers  may  see  the  equipment 
which  he  has  for  making  repairs  on  their  cars.  This  dealer 
states  that  this  is  one  of  the  best  advertising  features,  from  a 
sales  and  service  standpoint,  that  he  has. 

Customers  should  not  be  allowed  in  the  shop,  as  they  are  bound 
to  talk  with  the  workmen,  interfering  with  their  efficiency. 
However,  it  is  not  good  policy  to  invite  a  customer  into  a  Service 
Station  and  then  confront  him  with  a  "No  Admittance''  sign. 
The  repair  shop  may  be  separated  from  the  garage  floor  by  a 
neat  iron  railing.  By  following  this  plan,  customers  will  not 
be  in  a  position  to  interfere  with  the  workmen,  but  at  the  same 

78 


SERVICE  STATION  LAYOUTS. 


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SERVICE  STATION  LAYOUTS. 


85 


time  will  be  able  to  see  the  equipment  that  the  dealer  has  for 
efficiently  handling  repair  work.  The  instances  where  an  iron 
railing  is  not  taken  as  an  invitation  to  keep  out  will  be  very  few. 

Shop  Abbangement. 

In  shops  where  the  volume  of  business  is  not  sufficient  to 
warrant  maintaining  the  separate  departments,  the  machine 
shop  should  be  arranged  as  far  as  possible  to  save  time  in  moving 
units  of  the  car  from  one  point  to  another. 

Some  dealers  locate  their  machine  shop  directly  back  of  the 
stock  room,  so  that  there  will  not  be  any  waste  of  time  in  going 
to  and  from  the  stock  room  for  parts. 

In  determining  the  location  of  various  pieces  of  equipment  in 
the  shop,  it  should  be  borne  in  mind  that  the  importance  of  a 
tool  depends  upon  the  frequency  with  which  it  is  used,  and  the 
number  of  men  who  have  occasion  to  use  it. 

A  study  of  the  various  operations  shows  that  the  arbor  press 
is  the  most  important  piece  of  equipment  in  this  respect,  as  it  is 
used  in  transmission,  rear  axle,  and  Fordson  repairs,  also  by  the 
motor  repair  man,  and  occasionally  by  the  radiator  repair  man. 
Accordingly,  the  arbor  press  should  be  located  where  it  is  easily 
accessible  to  the  men  engaged  in  any  of  the  above  work. 

Using  the  arbor  press  as  a  starting  point,  the  transmission 
bench  should  be  located  alongside  it,  making  it  handy  for  the 
operator.  The  rear  axle  bench  should  be  placed  on  another  side 
of  the  arbor  press,  and  the  Fordson  repair  bench  as  closely  as 
possible.  The  location  of  the  transmission  bench  should  deter- 
mine the  position  of  the  motor  stands,  as  they  should  be  adjoining. 
The  burning-in  stand  should  be  located  so  that  it  is  easily  access- 
ible from  the  motor  bench.  The  rear  axle  stand  should  also  be 
placed  alongside  the  arbor  press.  The  motor  and  transmission 
repair  benches  should  be  placed  nearest  the  stock  room,  as  the 
mechanics  working  on  these  operations  will  require  more  parts 
from  the  stock  room  than  the  others.  Fig.  37  is  a  layout  of  a 
one-story  Service  Station,  carrying  out  the  above  plan. 


If 


86 


SERVICE  STATION  MANAGEMENT. 


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CO 


SERVICE  STATION  LAYOUTS. 


87 


Conveyor  System  of  Making  Ford  Motor  Repairs  by  Which 
A  Model  T  Motor  can  be  Completely  Overhauled  in 

Five  Hours. 

One  of  the  innovations  made  by  the  McMillan  Motors  Cor- 
poration in  its  huge  plant  at  176  South  Broadway,  Yonkers,  N.  Y., 
is  the  conveyor  system  of  making  Ford  motor  repairs.  This  is 
the  first  time  this  system  has  ever  been  used  in  any  service 
station  and  is  copied  from  the  Ford  manufacturing  method. 
The  plan  of  operation  for  this  system  is  as  follows: 

The  motor  is  removed  from  the  car  or  chassis  by  an  expert 
mechanic  and  helper  and  moved  by  the  overhead  conveyor  into 
a  cleaning  vat.  The  motor  is  submerged  in  a  boiling  solution  of 
cleaning  compound  for  fifteen  minutes  and  is  then  suspended 
in  the  air  and  the  remaining  particles  of  dirt  are  removed  by 
live  steam. 

The  conveyor  then  moves  the  motor  a  few  feet  and  places  it 
upon  a  disassembling  stand.  It  is  then  quickly  disassembled  by 
two  experts,  who  place  the  various  mechanical  units  of  the  motor 
into  special  bins  and  compartments  on  a  motor  repair  table. 
This  table  has  a  holder  or  conveyor  for  the  disassembled  motor 
and  moves  down  along  sections  of  tracks  on  rollers.  On  one 
side  of  this  track  is  located  a  series  of  benches  to  all  of  which  are 
fitted  special  tools,  jigs  and  labor-saving  devices.  The  motor 
bench  is  moved  along  this  track  and  mechanics  stationed  at  these 
benches  perform  minor  operations  with  the  aid  of  special  tools 
and  jigs;  and  after  having  repaired  and  replaced  the  small 
mechanical  units  in  the  Ford  motor,  such  as  the  transmission, 
magneto,  carburetor  and  crank  case  into  perfect  condition,  they 
place  them  back  into  their  respective  positions  in  the  motor 
bench. 

On  the  opposite  side  of  the  conveyor  track  is  located  special 
power-driven  machinery  for  performing  the  major  or  machine 
operations.  The  cylinder  block  is  first  rebabbitted  and  the  maia 
bearings  bored  by  an  expert  in  this  particular  line.  The 
cylinder  block  is  then  placed  on  the  conveyor  and  pushed  down 
the  conveyor  track  and  stopped  in  front  of  a  huge  reboring 
machine.  This  machine  then  proceeds  to  bore  out  the  cylinder 
walls  of  the  Ford  block.  (This  machine  is  of  special  note,  as  it 
7 


88 


SEEVICE  STATION  MANAGEMENT. 


was  made  to  Mr.  McMillan's  design,  weighs  6,000  pounds  and 
will  rebore  both  the  Ford  and  Fordson  tractor  cylinder  blocks, 
requiring  only  twelve  minutes  for  the  entire  operation  of  rebor- 
ing  the  four  cylinders.) 

The  block  then  progresses  a  few  feet  on  the  conveyor  and  stops 
in  front  of  a  drill  press  equipped  with  a  hardened  steel  roller 
which  is  run  through  the  cylinder,  pressing  out  the  cyUnder 
walls  to  the  proper  size,  and  at  the  same  time  rolling  the  wall 
until  it  is  as  smooth  as  glass.  The  block  is  then  taken  in 
charge  by  an  expert  bearing  man  who  proceeds  to  test  out  the 
cam  shaft,  crank  shaft  and  connecting  rods  for  perfect  align- 
ment. After  these  parts  have  been  tested  and  made  99  per  cent, 
true,  they  are  assembled  in  the  cylinder  block  and  the  bearing 
caps  filed  or  shims  removed  until  there  is  a  rock  between  the  cyl- 
inder block  and  the  cap  of  10/1,000  to  15/1,000  of  an  inch. 

These  bearing  caps  are  then  bolted  to  the  cylinder  block  which 
is  then  strapped  into  a  huge  machine  which  is  driven  by  a  20- 
H.P.  motor.  This  machine  revolves  the  crank  shaft  and  the 
frictional  heat  of  the  crank  shaft  revolving  between  the  bearings 
causes  the  babbitt  in  the  bearings  to  get  hot  and  melt.  As  the 
shaft  revolves  it  has  a  tendency  to  pack  the  babbitt,  leaving  a 
beautiful  glass-like  surface  on  the  bearings.  This  is  what  is 
known  as  the  buming-in  process  and  always  gives  at  least  a 
95  per  cent,  bearing  and  lasts  100  per  cent,  longer  than  the  hand 
scraped  method  and  is  done  in  one  tenth  the  time. 

The  final  assembling  now  takes  place  as  the  units  of  the  motor 
have  arrived  at  the  end  of  the  conveyor  track.  Two  expert 
assemblers  very  quickly  take  the  motor  and  place  it  on  a  motor 
test  stand.  The  motor  is  then  run  at  1,000  revolutions  a  minute 
for  thirty  minutes  to  limber  up  the  cold  motor.  Then  the  motor 
is  started  on  its  own  power  and  given  a  one  hour  block  test, 
during  which  time  the  tester  makes  all  necessary  adjustments 
and  makes  every  class  of  inspection  to  see  that  the  motor  is 
performing  as  it  should. 

When  this  test  is  completed  the  motor  is  picked  up  by  the 
overhead  conveyor  system  and  is  returned  to  the  chassis  from 
which  it  was  removed.  The  same  two  experts  that  formerly 
removed  this  now  replace  it  and  the  job  is  completed. 

The  total  elapsed  time  is  five  to  six  hours  and  Mr.  McMillan 


SERVICE  STATION  LAYOUTS. 


89 


states  that  these  same  operations  will  soon  be  performed  in  four 
and  one  half  hours.  The  entire  service  plant  of  this  company  is 
departmentalized  and  the  following  departments  have  all  been 
equipped  with  the  very  best  of  labor-saving  equipment  to  facili- 
tate repairs  on  Ford  cars: 

Motor  Repair  Department, 

Electrical  Department, 

Testing  Department, 

Radiator  Repair  Department, 

Emergency  Repair  Department, 

Block  Testing  Department, 

New  Car  Department, 

Blacksmith  and  Welding  Department, 

Battery  Charging  Department, 

Top  and  Body  Department, 

Rear  and  Front  Axle  Department. 

Each  of  the  above  maintained  departments  has  a  competent 
foreman  and  the  necessary  workmen  under  him  to  turn  out  work 
rapidly  and  efficiently. 

In  order  to  supply  this  huge  plant  with  the  necessary  material, 
a  stock-room  is  maintained  on  every  floor  where  the  necessary 
materials  for  all  operations  performed  on  that  floor  are  kept. 
This  plant  is  now  turning  out  an  average  of  fifty  to  sixty  jobs 
a  day  and  has  a  capacity  of  one  hundred  and  fifty  jobs  per  day. 


fi 


CHAPTER  VI. 

SERVICE  STATION  EQUIPMENT. 

In  the  following  list  is  shown  the  tools,  jigs,  fixtures,  machines, 
etc.,  required  for  completely  overhauling  a  Model  T  car,  truck 
and  Fordson  tractor. 

Mechanical  Tools. 
The  following  may  be  secured  from  the  Ford  Motor  Co. 

Wrenches. 

T  1349  Hub  cap  wrench. 

T  1387  Adjustable  wrench. 

T  1917  Double  end  wrench. 

T  2335  Spark  plug  and  cylinder  head  bolt  wrench. 

3Z616  Rear  ^e  housing  nut  bolt  wrench. 

3Z619  Crank  shaft  bearing  bolt  wrench  (oval  head). 

3Z620  Drive  shaft  housing  stud  nut  wrench  for  13/32  in.  nut. 

3Z624  Exhaust  pack  nut  open  end  wrench. 

3Z627  Rear  axle  entering  wrench. 

3Z629  Rear  spring  perch  nut  open  end  wrench. 

3Z643  3/8  in.  T  socket  wrench. 

3Z644  Socket  wrench  for  crank  shaft  bearing  bolt  nut. 

3Z645  3/8  in.  L  socket  wrench. 

3Z646  3/8  in.  open  end  wrench. 

3Z647  Connecting  rod  clamp  screw  wrench. 

3Z655  Large  cam  gear  lock  nut  wrench. 

3Z670  Fan  bracket  bolt  nut  wrench. 

3Z673  Body  bracket  con.  bolt  T  wrench  front  and  center. 

3Z675  Rear  axle  nut  open  end  wrench. 

3Z686  Body  bracket  con.  bolt  holding  open  end  wrench. 

3Z698  Cylinder  water  outlet  connection  screw  brace  wrench. 

Brake  shoe  support  bolt  brace  wrench  (Order  3Z698). 

Drive  shaft  bearing  housing  screw  brace  wrench  (Order  3Z698). 

3Z699  Spindle  cone  adjusting  open  end  wrench. 

3Z719  Body  bracket  con.  bolt  R  and  L  wrench. 

3Z751  Rear  axle  housing  plug  brace  wrench. 

3Z765  Coil  to  dash  bolt  and  nut  brace  wrench. 

3Z775  3/8  in.  socket  wrench. 

3Z782  Crank  shaft  bearing  bolt  wrench. 

3Z783  Connecting  rod  T  wrench. 

90 


SERVICE  STATION  EQUIPMENT. 


91 


3Z786  Cylinder  head  cap  screw  brace  wrench. 

3Z790  Drive  shaft  pinion  T  wrench. 

3Z1173  Front  radius  rod  ball  cap  screw  brace  wrench. 

3Z1179  Fly  wheel  cap  screw  wrench. 

3Z1223B  3/8  in.  brace  socket  wrench. 

3Z2034  Transmission  band  ratchet  wrench. 

3Z2010  Connecting  rod  cap  bolt  nut  L  wrench  (Cyl.  No.  4). 

3Z2304  Connecting  rod  cap  bolt  nut  universal  joint  wrench  (Cyl.  No.  4). 

Reamebs. 

28Z20  Piston  bushing. 

28Z67  Cam  shaft  bearing  bushing. 

28Z97  Slow  speed  gear  bushing. 

28Z109  Spindle  bushing. 

28Z132  High  speed  driven  gear  sleeve  bushing. 

28Z186  Spindle  arm  and  spring  perch  bushing. 

28Z253  Reverse  gear  bushing  (expansion). 

15/16  in.  Transmission  driving  plate  bushing  (carbon-hand). 

21/64  in.  1/64  in.  oversize  valve  stem  T.S.H.S.  fluted  chucking. 

29/64  in.  1/64  in.  oversize  push  rod  T.S.H.S.  fluted  chucking. 

.697  Planet  gear  bushing  (expansion). 

.753  Steering  bracket  bushing  and  starting  crank  sleeve  T.S.H.S. 

28Z475  Line  reamer  for  cam  shaft  bearing. 

Small  Tools. 

3Z602  Valve  spring  lift. 

3Z604  Valve  grinder. 

3Z611  Transmisaon  driving  gear  and  small  time  gear  puller. 

3Z612  Rear  wheel  puller  assembly. 

3Z614  Transmission  clutch  disc  drum  puller. 

3Z617A  Valve  seat  reamer. 

3Z652  Piston  ring  squeezer. 

3Z1956  Spindle  arm  bushing  driver. 

3Z2257  Rear  wheel  puller  for  truck. 

3Z2316  Fixture  for  assembling  Timken  Roller  Bearing  cups  to  front  wheels. 

24Z1192  Commutator  gauge. 


The  following  may  be  secured  from  the  manufacturers  of 
service  station  equipment. 

Complete  set  carburetor  repair  tools. 
Complete  set  coil  unit  adjusting  tools. 

Arbor  Press  Bushing  Drivers  and  Ball  Race  Toous, 

Spindle  body  bushing  driver. 
Inner  or  outer  ball  race  remover. 
Spindle  arm  bushing  driver. 


r 


Wm 


SERVICE  STATION  MANAGEMENT. 


I 


Triple  gear  bushing  and  wrist  pin  driver. 

Transmission  brake  drum  driver. 

Tool  for  driving  timing  gear  on  crank  shaft. 

Tool  for  driving  roller  bearing  sleeve  on  propeller  shaft. 

Front  wheel  outer  ball  race  driver. 

Slow  speed  bushing  driver. 

Front  wheel  inner  ball  race  driver. 

Reverse  drum  bushing  driver. 

Driven  gear  puller  block. 

Machines,  Jigs,  Fixtures,  Etc. 

Burning  in  machine  for  Ford  and  Fordson. 

Bear  axle  stand. 

Piston  clamp  for  Ford  and  Fordson. 

Ck>nnecting  rod  alignment  and  straightening  jig  for  Ford  and  Foidson. 

Cylinder  reboring  machine  for  Ford  and  Fordson. 

Rebabbitting  fixture  and  boring  bar  for  Ford  and  Foidson. 

Differential  holding  plate. 

Arbor  press. 

Straightening  press. 

Air  compressor  with  tank. 

Grinding  and  buffing  stand. 

Motor  bench  stand. 

Turning  bar  for  turning  motor  after  transmission  assembled  to  crank  shaft. 

Testing  bar  to  try  connecting  rod  bearings. 

One  man  tow  bar. 

Emergency  wheel  clamping  device. 

Front  axle  straightening  and  bending  bar. 

Radiator  repair  outfit. 

Transmission  drum  support. 

Transmission  drum  clamping  device. 

Cylinder  clamp  plate  for  bearing  work. 

Cylinder  clamp  plate  for  fitting  pistons. 

Bending  iron  for  lamp  brackets,  fender  irons,  etc. 

Front  end  hook. 

Rear  end  hook. 

Motor  hook. 

Body  lifting  hooks. 

Chain  fall  or  portable  crane. 

Quick  Easy  Ford  Jack. 

Commutator  pull  rod  bending  iron. 

Rear  axle  roller  bearing  sleeve  puller. 

Cam  shaft  gear  puller. 

Transmission  band  relining  machine. 

Feelers  or  thickness  gauge. 

1  in.  to  2  in.  micrometers. 

0  in.  to  1  in.  micrometers. 


^^ 


SERVICE  STATION  EQUIPMENT. 


93 


12  in.  scale. 
6  in.  scale. 


ExTBA  Tools  for  Fordson  Repairs. 

Wrenches. 

Speed  socket  wrench  for  primary  contact,  air  washer  and  exhaust  tube  bracket, 

size  of  socket  13/32  in. 
L  socket  wrench  for  }4  in.  S.A.E.  cap  screw  on  1387,  size  of  socket  15/32  in. 
T  socket  wrench  for  nut  on  connecting  rod  cap,  size  of  socket  25/32  in. 
Speed  socket  wrench  for  7/8  in.  hexagon  head  cap  screw  used  on  rear  axle 

housing  assembly,  size  of  socket  29/32  in. 
T  socket  wrench  for  clutch  driven  drum  nut,  size  of  socket  1  29/32  in. 
24  in.  speed  wrench  used  in  connection  with  1381-1529-1749-1758,  size  of 

socket  25/32  in. 
Hexagon  speed  wrench  for  rear  wheel  cap  screw,  size  of  socket  1  3/32  in. 
Combination  L  wrench  and  chisel  for  rear  wheel,  size  of  socket  1  3/32  in. 
Speed  wrench  for  transmission  housing  bolt  nut,  size  of  socket  .635. 

Reamers. 

Valve  bushing  reamer  .312-.314. 

Transmission  reverse  idler  bushing  reamer  1.124r-1.125. 

Note:  The  remaining  bushings  in  the  Fordson  tractor  are  manufactured 
with  sufficient  clearance,  so  that  reaming  is  not  necessary. 

Small  Tools  and  Fixtures. 

Radiator  test  fixture. 

Front  yoke  locking  device. 

Motor  lifting  device. 

Fixture  for  assembling  and  disassembling  clutch  (use  fixture  for  assembling 

roller  bearing  cups  in  front  wheels). 
Rear  wheel  bushing  puller. 
Valve  reseating  tool. 
Valve  Ufter. 
Piston  ring  squeezer. 

Rest  plate  for  removing  bearings  from  transmission  drive  shaft. 
Rest  plate  for  removing  bearing  from  lower  transmission  shaft. 
Rest  plaie  for  removing  bearing  from  upper  transmission  shaft. 
Rest  plate  for  removing  bearing  from  worm  shJft. 

The  use  of  many  of  the  tools,  machines,  etc.,  is  too  well  known 
to  require  explanation  here.  The  advantages  of  using  certain 
tools,  also  points  to  be  considered  in  choosing  tools,  will  be 
discussed. 


94 


SERVICE  STATION  MANAGEMENT, 


I 


Rbbabbitting  Jig  and  Line  Reaming  Fixture. 

Before  putting  in  new  babbitt,  it  is  essential  that  all  the  old 
be  thoroughly  removed.  First,  cut  out  a  strip  of  babbitt  at  the 
bottom  of  the  bearing  with  a  cold  chisel,  and  then  drive  out  the 
other  two  pieces,  as  illustrated  in  Fig.  38. 


Fig.  38. 

Usually,  the  babbitt  in  the  anchor  holes  comes  out  with  the 
pieces,  but  if  not  it  should  be  drilled  out. 

Babbitt  can  be  successfully  poured  only  on  a  clean  dry  surface. 
If  any  dirt  or  grit  is  present  it  will  come  to  the  surface  of  the  hot 
metal,  resulting  in  a  scored  crank  shaft  or  injury  to  the  boring 
tool.  The  presence  of  either  water  or  oil  in  even  the  minutest 
particles  will  cause  blow  holes  in  the  babbitt,  while  a  larger 
quantity  of  either  will  make  pouring  of  the  babbitt  entirely 
impossible. 

It  is  very  important  that  the  proper  grade  of  babbitt  be  used. 
The  only  assurance  of  obtaining  the  correct  mixture  is  to  purchase 
it  from  the  Ford  Motor  Company.  This  babbitt  is  harder  than 
most  babbitts,  and  is  the  only  kind  which  has  proved  entirely 
satisfactory. 

It  is  also  very  important  that  the  metal  be  of  the  proper 
temperature  for  pouring.  The  correct  temperature  is  from  800 
to  840  degrees  Fahrenheit,  and  it  is  only  at  this  temperature  that 


i 


\1 


SERVICE  STATION  EQUIPMENT. 


95 


perfect  bearings  can  be  poured.  A  pyrometer  should  be  used 
if  at  all  available,  but  in  the  absence  of  one  the  temperature 
may  be  estimated  by  the  appearance  of  the  metal.  At  about 
900  degrees  the  pot  and  metal  turn  red  and  the  metal  "burns," 
coating  rapidly  when  the  scum  is  scraped  ofif.  When  the  tem- 
perature is  correct,   the  metal  appears  like   quicksilver,  and 


Fig.  39. 

tarnishes  slowly  when  the  scum  is  scraped  off,  the  coat  of  tarnish 
showing  all  colors.  When  too  cold,  the  metal  acts  sluggish  and 
the  tarnish  takes  on  a  dull  appearance.  Some  mechanics  test 
the  temperature  with  a  piece  of  soft  pine.  The  stick  should  char 
immediately,  but  will  not  catch  fire  unless  held  in  the  metal  for 
some  time.  The  stick  should  be  perfectly  dry,  as  the  moisture 
would  cause  the  metal  to  fly  off,  endangering  the  operator. 

Equipment  manufacturers  furnish  instructions  for  setting-up 
their  equipment  for  forming  the  bearings. 

The  bar  should  be  provided  with  plugs  to  fill  the  oil  holes  to 
prevent  the  babbitt  from  flowing  through  them;  if  there  are  no 
plugs  for  this  purpose,  asbestos  waste  should  be  used. 

There  is  a  difference  of  opinion  about  heating  the  block  and 
molding  bar,  or  pouring  into  cold  blocks.  Heating  in  an  open 
flame  causes  a  carbon  deposit;  it  would  appear,  therefore,  that 
the  cleaner  condition  of  the  parts  when  cold  would  make  pouring 
into  cold  blocks  the  more  effective.  Best  results  have  been 
obtained  when  pouring  into  cold  blocks. 

In  order  that  the  ladle  used  in  pouring  may  be   of  about 


II 


I 


m 


SERVICE  STATION  MANAGEMENT. 


the  same  temperature  as  the  metal,  it  should  be  in  the  pot  while 
bringing  the  metal  to  heat.  When  ready  to  pour  either  two 
ladles  or  a  two-lip  ladle  should  be  filled  with  the  babbitt,  pushing 
the  scum  back  to  provide  only  clean  metal  for  the  bearings. 
The  bearittgs  should  then  be  poured  rapidly  from  both  sides  at 
the  same  instant  as  shown  in  Fig.  39.  A  liberal  amount  of 
babbitt— more  than  required  to  form  the  bearing— should  be 
poured.  As  the  bearings  set  quickly,  the  bar  may  be  moved 
immediately  after  they  have  been  poured. 

Next,  cut  off  the  "wing"  with  a  chisel,  as  illustrated  in  Fig.  40. 


Fig.  40. 

Notice  that  the  chisel  is  used  from  the  "in"  side  of  the  bearing. 

Finally  the  bearings  are  peened  to  conform  with  the  cylinder 

block.     A  round  bar  .010  larger  than  the  molding  bar  may  be 


Fig.  41. 


SERVICE  STATION  EQUIPMENT. 


97 


used  for  this  purpose.     Lay  the  bar  in  the  bearing  and  strike 
it  with  a  lead  hammer  (Fig.  41). 

Next  in  order  is  the  line  reaming  operation.  The  equipment 
manufacturers  furnish  instructions  with  the  machines  for  this 
purpose.  It  is  important  that  the  finished  bearing  be  the  correct ' 
distance  below  the  lower  surface  of  the  block,  and,  as  there  is  no 
adjustment  on  the  center  distance  of  the  time  gears,  it  is  essential 
that  the  fixture  locates  from  both  cam  shaft  holes  (Fig.  42). 


Fig.  42. 

If  the  caps  are  to  be  bored  at  the  same  time  as  the  cylinders, 
temporary  shims  .0126  are  placed  under  each  side  of  the  cap 
before  drawing  down  the  bolt.  These  shims  are  later  replaced 
by  thinner  ones  when  installing  the  crank  shaft. 

After  boring,  dress  off  the  edges  at  an  angle  of  45°.  The 
boring  turns  up  a  wire  edge  which  should  be  removed  with  either 
a  file  or  a  bearing  scraper.  The  surface  on  which  the  cap  rests 
should  be  free  from  dirt,  babbitt  or  burrs.  The  ends  of  the 
bearings  should  be  finished  off  at  3/16  radius  to  clear  the  radius 
in  the  crankshaft.  The  tool  used  for  reaming  the  bearings  may 
be  provided  with  a  cutter  for  this  purpose  or  this  may  be  done 
with  a  bearing  scraper,  no  special  care  being  necessary  as  the 
radius  is  not  a  working  surface.  The  center  and  main  (rear) 
bearings  are  provided  with  oil  holes  and  grooves;  they  should 
now  be  cleared  out.  Usually  the  bar  is  made  to  form  these 
grooves;  if  not,  chip  them  out  with  a  cape  chisel,  as  illustrated 
in  Fig.  43. 

Next,  lay  the  crank  shaft  in  the  bearing,  and,  with  a  mill 
file,  dress  off  the  babbitt  extending  over  the  ends  of  the  main 
bearing  and  cap,  until  the  shaft  fits  well  down  in  the  bearing. 


I 


I- 


98 


SERVICE  STATION  MANAGEMENT. 


The  end-play  in  new  jobs  should  be  about  .004.  All  the  play 
is  taken  up  by  the  main  (rear)  bearing  and  its  cap.  The  center 
and  front  bearing  should  have  clearance  to  allow  for  unequal 
expansion  of  the  shaft  and  cylinder  block. 


Fig.  43. 

The  alignment  of  the  bearings  should  be  checked.  The  proper 
way  to  do  this  is  with  a  test  bar  or  straight  edge  which  will  cover 
the  three  bearings  at  once.  In  using  the  bar,  lay  down  strips  of 
thin  cigarette  paper  on  the  bearings  with  one  end  protruding. 
Lay  the  bar  in  place  and  try  to  withdraw  the  papers.  If  the 
bearings  are  in  line  all  papers  will  feel  the  weight  of  the  bar. 

The  alignment  of  the  bearings  may  be  checked  by  the  crank 
shaft  which  should  first  be  straightened  to  the  limits  given  in 
Fig.  44. 


^£fi 

t._...  .- 

■••/ 


Fig.  44. 

The  shaft  is  tried  in  the  bearing  by  tapping  the  ends  and  cen- 
ter to  test  for  rock.     Another  way  is  to  put  a  narrow  strip  of 


SERVICE  STATION  EQUIPMENT. 


99 


I 


I 


thin  paper  in  the  bottom  of  each  bearing.  The  shaft  is  then  laid 
in  place  and  by  pulling  on  the  papers  the  fit  of  the  shaft  may  be 
tested  in  all  excepting  the  main  (rear)  bearing,  in  which  the  end 
clearance  may  be  sufiiciently  small  to  grip  the  paper,  giving  a 
false  impression. 

After  checking  the  shaft  in  one  position  it  should  be  turned 
half  way  around  and  checked  again.  If  found  to  be  correct,  the 
bearings,  both  in  the  block  and  on  the  shaft,  should  be  oiled  and 
the  shaft  replaced. 

In  assembling  the  crank  shaft,  either  new  or  rebabbitted  caps 
should  be  used,  and  an  equal  number  of  shims  should  be  placed 
under  each  side,  sufficient  in  quantity  to  allow  a  rock  of  .006; 
that  is,  the  bearing  will  be  drawn  down  .002  to  .003  for  burning  in. 
These  shims  vary  from  .002  in.  to  .0025  in.  in  thickness.  These 
may  be  purchased  from  the  Ford  Motor  Company.  Two  or 
three  shims  under  each  side  is  the  usual  number.  The  bolts 
should  then  be  drawn  down  as  tightly  as  possible,  without  strain- 
ing the  threads. 

The  following  test  for  tightness  of  the  bearings  may  be  made 
with  the  turning  bar:  Loosen  two  of  the  caps  and  try  to  turn 
the  crank  shaft  over  with  the  turning  bar.  The  bearing  should 
hold  the  shaft  so  that  taking  an  18  in.  to  20  in.  hold  on  the  bar 
the  repair  man  will  be  just  able  to  turn  the  shaft  over.  In  the 
same  way  test  the  other  two  bearings.  With  more  than  one 
bearing  tight  the  repair  man  should  be  unable  to  turn  the  shaft 
until  after  the  block  has  been  run  in. 

BuRNiNG-iN  Machines. 

The  use  of  the  burning-in  machine  enables  the  repair  man  to 
obtain  a  closer  fit  of  the  bearings,  pistons,  etc.,  than  would  be 
possible  under  the  old  method  of  scraping  the  bearings  in  by 
hand.  The  speed  at  which  the  burning-in  machine  should  be 
operated  varies  with  the  different  makes  of  stands,  the  strain 
on  the  stand  and  the  driving  unit  being  the  main  consideration. 
The  bearings  should  be  burned  in  until  they  smoke  freely,  and 
should  be  oiled  during  the  process  of  burning  in.  If  they  do  not 
smoke  it  indicates  a  loose  fit,  and  some  shims  should  be  removed 
from  each  side,  the  bearings  being  tightened  and  burned  in 
again.     When  sufficiently  burned  in,  the  shaft  may  be  turned 


) 


! 


100 


SERVICE  STATION  MANAGEMENT. 


Fig.  45. 

over  by  the  hand  wheel  on  the  burning-in  stand  or  by  means  of  a 
20-inch  bar  equipped  with  pins  to  fit  into  the  holes  (not  dowel 
pin  holes)  in  the  crank  shaft  flange.  When  this  condition  is 
obtained,  the  main  (rear)  bearing  cap  should  be  removed  and 
inspected.  There  should  be  a  bearing  the  entire  length  of  the 
cap  and  covering  at  least  80  per  cent,  of  the  surface.  If  the  cap 
does  not  meet  these  requirements,  it  should  be  burned  in  again, 
taking  out  one  or  more  shims  from  each  side.  While  it  is  not 
necessary  for  an  experienced  operator  to  remove  the  caps,  it  is 
advisable  for  the  beginner  to  do  so  on  the  first  few  blocks  so  that 
he  may  be  sure  his  work  is  correctly  done.  Most  of  the  burning- 
in  machines  on  the  market  are  provided  with  an  oil  sump,  also 
the  necessary  attachments  so  that  after  the  block  has  been 
burned  in  it  may  be  turned  over  and  the  bearings  run  in,  in  oil. 
This  operation,  when  used,  should  be  performed  after  the 
buming-in  process  is  completed,  and  is  done  for  the  purpose  of 
limbering  up  the  bearings  before  assembling  the  motor.  In  Fig. 
45  is  shown  a  buming-in  machine. 


SERVICE  STATION  EQUIPMENT. 


The  Cylinder  Reboring  Machine. 


101 


A  cylinder  reboring  machine  is  a  necessity  in  any  shop  doing 
a  reasonable  amount  of  motor  repair  work. 

By  the  use  of  a  cylinder  reboring  machine  a  cylinder  block 
may  be  rebored  to  receive  the  standard  oversize  pistons  furnished 
by  the  manufacturers.  Cylinder  reboring  is  far  ahead  of  the  old 
method  of  lapping-in  pistons.  By  reboring,  cylinders  which  are 
not  scored  or  worn  out  of  round  more  than  1/32  of  an  inch,  can 
be  put  in  condition  for  further  use.  This  would  be  impossible 
under  the  old  lapping-in  method.  Furthermore  the  use  of  any 
abrasive  substance  such  as  lapping-in  compounds  is  not  good 
practice,  as  particles  of  the  compound  may  cling  to  the  cylinder 
walls  with  detrimental  effect.  With  the  use  of  a  good  cylinder 
reboring  machine,  a  cylinder  block  may  be  rebored  in  a  few 
minutes,  whereas  under  the  old  method  it  sometimes  took  days 
to  lap-in  pistons. 

A  cylinder  reboring  machine  should  include  a  burnishing  tool. 
A  burnishing  tool  will  smooth  the  walls  of  the  cylinder  so  that  a 
job  can  be  turned  out  equally  as  good  as  an  unburnished  job 
after  several  months'  usage.  The  use  of  this  tool  increases  the 
efficiency  of  the  work,  and  tends  to  make  a  better  mechanical 
job. 

There  are  many  cylinder  reboring  tools  on  the  market,  but  in 
selecting  a  tool,  one  should  be  particular  to  see  that  it  is  provided 
with  a  pilot  to  guide  the  cutter  head  the  entire  depth  of  the 
cylinder.  The  pilot  should  locate  at  both  the  top  and  bottom 
of  the  cylinder  bore.  There  is  a  tendency  on  the  part  of  the 
cutter  head  to  follow  the  bore  of  the  cylinder,  and  by  guiding  the 
cutter  head  by  means  of  the  pilot,  it  cannot  run  out  of  line. 
Furthermore  by  the  use  of  the  pilot,  when  properly  located,  the 
relation  of  the  cutter  head  to  the  walls  of  the  cylinder  cannot  be 
changed,  regardless  of  the  angle  at  which  power  is  applied,  or 
any  change  in  the  position  of  the  cylinder  block. 

The  most  satisfactory  results  may  be  obtained  from  reboring 
tools  by  using  them  under  a  drill  press.  In  fact,  hand  operated 
reboring  tools  have  not  proven  a  success.  In  order  to  provide 
for  both  Ford  and  Fordson  blocks,  a  26  in.  back-geared,  power- 
feed  drill  press  should  be  used. 


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SERVICE  STATION  MANAGEMENT. 


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SERVICE  STATION  EQUIPMENT. 


The  Motor  Stand. 


103 


There  are  many  motor  stands  on  the  market  which  may  be 
purchased  from  the  equipment  manufacturers.  Fig.  46  shows  a 
very  good  stand  which  may  be  made  up  locally. 

This  bench  can  be  made  up  from  the  specifications  given,  and 
if  desired,  a  vise  can  be  installed  in  the  center.  At  one  end,  a 
clamp  plate  should  be  mounted  to  hold  the  cylinder  block  in 
position  for  scraping  bearings  and  fitting  the  crank  shaft.  At 
the  other  end  a  fixture  should  be  attached  for  holding  the  cylinder 
block  in  position  for  fitting  pistons,  assembling  transmission  to 
block,  installing  valves,  push  rods,  cam  shafts,  time  gears,  etc. 
The  clamping  plates  may  be  purchased  from  the  manufacturers 
of  Service  Station  equipment. 

The  manufacturers  of  Service  Station  equipment  have  placed 
on  the  market,  pedestals,  on  which  these  clamp  plates  may  be 
assembled.  These  pedestals,  with  fixtures,  tend  to  make  a  neat, 
attractive  looking  shop. 

All-position  motor  stands  are  on  the  market,  which  enable 
the  mechanic  to  turn  the  block  to  almost  any  position  for  per- 
forming the  different  operations. 

The  Rear  Axle  Stand. 

Fig.  47  shows  a  rear  axle  stand  which  may  be  made  up  locally. 

By  the  use  of  this  stand,  every  part  of  the  assembly  is  exposed 
to  the  workman;  bolts,  nuts,  gears,  etc.,  may  be  dropped  in  the 
box  while  working  on  the  assembly.  The  tools  required  on  the 
job  may  also  be  placed  in  the  boxes.  A  drip  pan  made  of  sheet 
iron,  to  catch  the  oil  and  grease  when  taking  down  the  assembly, 
is  part  of  this  equipment. 

There  are  many  good  rear  axle  stands  on  the  market.  These 
rear  axle  stands,  as  in  the  case  of  the  motor  stand,  are  more 
sanitary,  and  aid  in  keeping  a  shop  clean  and  neat. 

Motor  Trucks. 

In  Figs.  48  and  49  are  shown  motor  trucks  which  may  be 
made  up  locally  from  the  specifications  given. 

The  truck  in  Fig.  48  shows  the  motor  in  position  for  installing 
the  crank  case.  The  truck  is  equipped  with  casters,  and  after 
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Fig.  50. 


108 


SERVICE  STATION  MANAGEMENT. 


completing  the  repairs  at  the  motor  bench,  the  truck  may  be 
rolled  up  to  the  end  of  the  bench,  the  clamp  loosened  and  the 
motor  easily  tipped  over  on  to  the  truck. 

The  truck  in  Fig.  49  shows  the  motor  in  position  for  installing 
the  transmission  cover,  carburetor,  water  connections,  and  in 
fact  any  parts  necessary  to  complete  the  assembly.  In  order  to 
remove  the  motor  from  the  truck  shown  in  Fig.  48  to  this  truck, 
one  workman  should  insert  an  iron  bar  in  the  end  of  the  driving 
plate  sleeve,  another  workman  taking  hold  of  the  front  end  of  the 
crank  case.     In  this  way  the  motor  can  be  easily  transferred. 

The  Front  Wheel  Gauge. 

Fig.  50  shows  a  front  wheel  gauge  in  position  for  lining  up  the 
wheels. 


Fig.  51, 


The  gauge  should  be  set  at  right  angles  to  the  floor,  and  the 
cross  bar  adjusted  so  that  either  end  will  touch  the  felloe  of  the 
wheel.  Then  without  disturbing  the  adjustment,  lift  out  the 
gauge,  placing  it  back  of  the  axle  in  the  same  perpendicular 
position.    If  the  cross  bar  does  not  fit  in  between  the  felloes 


SERVICE  STATION  EQUIPMENT. 


109 


as  it  did  in  front,  the  wheels  are  out  of  line.  To  bring  the  wheels 
back  in  line,  turn  the  yoke  in  the  spindle  connecting  rod  until 
the  proper  adjustment  is  made.  In  some  cases  it  may  be 
necessary  to  replace  the  spindle  arm.  This  gauge  can  be  easily 
constructed  from  the  specifications  given. 

Piston  Clamp. 

The  piston  clamp  shown  in  Fig.  51  is  very  essential  when 
assembling  the  connecting  rod. 


Fig.  52. 


Under  the  old  method  of  holding  the  piston  in  a  vise,  a  great 
number  of  connecting  rods  were  twisted  when  assembling,  due  to 


t 


. 


110 


SERVICE  STATION  MANAGEMENT. 


the  pressure  to  which  the  connecting  rod  is  subjected  when 
assembled  in  this  manner.  The  clamp  is  also  used  for  holding 
the  pistons  while  reaming  piston  pin  bushings.  The  use  of  this 
device  tends  to  prevent  motor  knocks.  A  piston  clamp  should 
be  chosen  that  will  take  both  Ford  and  Fordson  pistons. 

Connecting  Rod  Alignment  Jig. 

In  Fig.  52  is  shown  a  connecting  rod  alignment  jig. 

In  choosing  a  connecting  rod  alignment  jig,  one  should  be 
selected  that  will  receive  both  the  Ford  and  Fordson  rod  and 
piston.  It  should  be  equipped  with  an  arm  in  order  to  test  the 
alignment  of  the  complete  piston  and  connecting  rod  assembly. 
The  jig  without  the  arm  will  indicate  whether  the  rod  is  bent  or 
twisted,  but  it  is  necessary  to  have  the  arm  in  order  to  determine 
if  the  complete  assembly  is  in  perfect  alignment. 

The  use  of  this  jig  in  determining  the  correct  alignment  of 
the  piston  and  rod,  will  prevent  many  comebacks  in  motor  over- 
haul work  due  to  knocks  developing. 

The  Differential  Holding  Plate. 
Fig.  53  shows  a  differential  holding  plate. 


Fig.  53. 

This  is  one  of  the  greatest  time  savers  that  a  Service  Station 
can  install.  It  should  be  attached  to  a  work  bench  convenient 
to  the  repair  stand.  Fig.  54. 


k 


SERVICE  STATION  EQUIPMENT. 


HI 


The  purpose  of  this  fixture  is  to  hold  the  internal  rear  axle 
assembly  while  assembling  or  disassembling.  Instead  of  putting 
one  of  the  rear  axle  shafts  in  a  vise  and  holding  it  while  working 
on  the  differential  case  or  ring  gear  the  mechanic  simply  sHps 
the  axle  shaft  assembly,  which  is  held  in  a  perpendicular  position, 
through  the  slot.     The  assembly  when  in  position  to  assemble 


Fig.  54. 

or  disassemble  is  prevented  fromti;rning  by  the  dowel  pins  in  the 
mortise  space  coming  in  contact  with  the  heads  of  the  cap  screws 
which  hold  the  ring  gear  to  the  differential  case  flange.  If  the 
entire  assembly  is  reversed,  the  dowel  pins  on  the  surface  of  the 
plate  engage  the  teeth  of  the  gear.  If  the  gear  is  off  and  the  cap 
screws  are  out,  the  dowel  pins  in  the  mortise  space  will  enter 
the  holes  in  the  differential  case  flange.  The  advantage  of  this 
differential  holding  jig  over  the  vise  method  of  holding  the  as- 
sembly while  work  is  being  done,  is  that  it  saves  the  time  of 
tightening  and  loosening  the  vise  jaws  for  the  different  operations, 
besides  the  convenience  of  holding  the  assembly  in  a  position 
which  makes  it  more  accessible  for  the  mechanic. 


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112 


SERVICE  STATION  MANAGEMENT. 


d 


SERVICE  STATION  EQUIPMENT. 


113 


Dent  Puller  or  Tube  Holder. 

available. 
12  in.  Mill  File. 


Index. 

Can  be  made  by  a  repair  man  if  a  forge  is 


Tools,  3  to  3 

7  inclu-  4 

sive,  used  5 

in  testing  6 

the  radia-  7 
tor. 

Stretch-All 


Outlet  Air  Connection,  to  which  the  hose  is  attached. 

Outlet  Test  Plug. 

Inlet  Test  Plug. 

Filler  Flange  Plug. 

Inlet   Air   Connection.    Screws   into   petcock   hole   in 

radiator. 

Made  from  3/16  in.  to  1/4  in.  stock. 


the 


8 

9     Dent  Puller.     Made  from  3/16  in.  to  1/4  in.  stock. 

10  Hacksaw  for  cutting  tubes.     Made  by  soldering  a  piece  of  tube  to  a 

broken  hacksaw  blade. 

11  Weight  for  holding  overflow  tube  down  while  soldering. 

12  Soldering  Iron. 

13  1/4  in.  Rat  Tail  File. 

14  10  in.  Square  Nose  Pliers. 

15  Fin  Spacer.    Drill  and  saw  out  a  piece  of  sheet  metal  3/16  in.  thick  to  fit 

by  the  tubes. 

16  Tube  Spreader,  Right  Angle  made  of  3/16  in.  to  1/4  in.  stock. 

17  Tube  Cleaner,  1/8  in.  stock.    Fin  spreader  1/4  in.  stock  for  holes  in  fin. 


ri  l: 


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114 


SERVICE  STATION  MANAGEMENT. 


SERVICE  STATION  EQUIPMENT. 


115 


18  Acid  Brush.    Made  by  inserting  horsehair  into  a  copper  tube,  flattening 

the  tube  and  trimming  the  rough  ends  of  the  hair. 

19  Weaver's  PUers. 

20  Fin  Comb. 

21  Fiber  Brush. 

22  Tube  Regulator. 

23  Tube  Cutter.    Made  from  broken  hacksaw  blade  with  a  tube  handle. 

Fill  handle  with  solder. 

24  Rivet  Bucker. 

25  Fin  and  Header  Bar.    Made  of  1/2  in.  stock  and  flattened  on  the  end. 

26  Cold  Chisel. 

27  Small  Tinner's  Hammer. 

28  Acid  Jar. 

29  Sal  Ammoniac  Jar. 

30  Radiator  Block.    8  in.  square,  4  in.  deep,  made  of  wood  with  radius  to  fit 

1917  radiator  top  tank. 

31  1/16  in.  Punch. 

32  8  in.  Shears. 


116 


SERVICE  STATION  MANAGEMENT. 


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SERVICE  STATION  EQUIPMENT. 


117 


The  differential  holding  jig  was  the  most  important  piece  of 
equipment  which  enabled  a  large  Service  Station  to  completely 
overhaul  a  Model  T  rear  axle  assembly  in  57  minutes  and  20 
seconds. 

Radiator  Repair  Tools. 

Complete  sets  of  radiator  repair  tools  as  illustrated  in  Fig. 
55,  may  be  purchased  from  the  manufacturers  of  Service  Station 
Equipment.  Directions  for  using  the  tools  may  be  obtained 
by  writing  any  branch  of  the  Ford  Motor  Co. 

Fig.  56  is  a  radiator  repair  bench,  including  test  tank.  The 
Service  Station  will  be  able  to  have  this  repair  bench  made  up 
locally  from  the  specifications  given.  Radiator  test  tanks  may 
be  purchased  from  the  manufacturers  of  Service  Station  equip- 
ment. 

In  Fig.  57  is  shown  a  gas  torch  which  is  very  efficient  in 
making  radiator  repairs  wherever  natural  or  artificial  gas  is  avail- 
able. This  torch  may  be  purchased  from  the  manufacturers  of 
Service  Station  equipment.     In  using  the  torch,  the  workman 


Fig.  57. 

grasps  it  with  his  fingers  on  the  valve,  a  slight  pressure  opens 
the  valve,  permitting  the  flow  of  gas,  which  is  ignited  from  the 
pilot  light.  When  the  pressure  is  removed  the  valve  closes,  thus 
shutting  off  the  gas.  If  the  torch  is  laid  down  by  a  workman 
during  the  course  of  repairs,  the  flow  of  gas  is  automatically 
stopped.  It  is  estimated  that  a  saving  of  at  least  50  per  cent, 
in  gas,  and  10  per  cent,  in  the  workman's  time  is  effected  by 
the  use  of  this  type  of  torch.  Where  natural  or  artificial  gas  is 
not  available,  then  an  electrician's  blow  torch  may  be  used  to 
good  advantage  in  radiator  work. 


118 


8EKVICE  STATION  MANAGEMENT. 


J 


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Fid.  58b. 


Test  for  locating  trouble  in  the  itarting  and  iigliting  tsytitem. 


Fig.  59. 
Tester,  for  determining  the  condition  of  the  battery, 


9 


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Coil  unit  and  magneto  tester. 


(119) 


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120 


SERVICE  STATION  MANAGEMENT. 


Fig.  61. 
Coil  unit  adjusting  tools. 


SERVICE  STATION  EQUIPMENT. 


121 


ill 


Fig.  62. 

Test  stand  for  testing  and  adjusting  starting  motors,  generators  and  cut-outs. 


Fig.  63. 
Tester  for  locating  electrical  troubles  in  armature. 


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122 


SERVICE  STATION  MANAGEMENT. 


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6 


SERVICE  STATION  EQUIPMENT. 


123 


Tools  and  Testing  Devices  for  Use  in  Adjusting  and 
Repairing  the  Electrical  System  of  the 

Model  T  Car. 
Motor  and  Generator  Repair  Tools. 
1 — ^Pole  Piece  Spreader. 

For  expanding  motor  and  generator  frame  so  as  to  get  the  proper 
air  gap  between  the  armature  and  pole  piece,  which  air  gap  must 
be  maintained  within  a  few  thousandths  of  an  inch  in  order  to  give 
the  best  performance. 
2 — Pole  Piece,  Double  Gauge. 

A  special  "Go"  and  "No  Go"  gauge  for  measuring  the  polar 
diameter  of  generator  and  motor  and  for  checking  up  the  air  gap. 
3 — Pole  Piece  Screw  Driver. 

A  specially  designed  fixture  for  disassembling  and  reassembling  the 
pole  pieces  from  motor  and  generator  frame. 
4 — Screw  Driver  Wrench. 

A  standard  wrench  for  operating  pole  piece  screw  driver. 
5 — ^Armature  Ejector 

Special  tool  for  pushing  armature  assembly  and  bearing  out  of 
drive  end  bonnet. 
6 — Pinion  Puller. 

Used  for  pulling  generator  drive  pinion  off  generator  shaft. 
7— Small  Bearing  Puller. 

Used  for  pulling  small  ball  bearing  off  generator  shaft. 
8 — Large  Bearing  Puller. 

Used  for  pulUng  large  ball  bearing  off  generator  shaft. 
9 — Combination  Bonnet  Fixture. 

Used  for  pulling  plain  bearing  out  of  bUnd  end  bonnet  on  starting- 
motor  and  ball  bearing  out  of  blind  end  bonnet  on  generator.  Also, 
for  re-inserting  plain  bushing  in  motor  end  bonnet.  All  of  these 
bearings  must  be  placed  accurately  and  line  up  properly,  which  this 
tool  does  automatically. 
10 — Brush  Sander. 

The  fixture  locates  from  the  bearing  in  the  brush  end  bracket  and 
from  the  inside  of  the  yoke.     Two  individual  bushings  are  fur- 
nished, one  for  the  generator  and  one  for  the  motor  brushes. 
11 — Bearing  Driver. 

Used  for  driving  small  ball  bearings  on  generator  shaft. 
12 — Pole  Screw  Punch. 

Used  for  locking  and  unlocking  pole  screws  in  frame. 
13— Third  Bnish  Wrench. 

Used  for  setting  generator  third  brush. 
14 — Brush  Lifter. 

Used  for  lifting  brushes  on  generator  and  motor. 
The  electrical  tools  and  devices  may  be  purchased  from  the  manufacturers 
of  service  station  equipment.    Full  instructions  on  the  use  of  the  tools  will  be 
furnished  by  the  manufacturers. 


4'i 


V     I 


CHAPTER  VII. 

SHOP  MANAGEMENT. 

Cleanliness. 

Every  dealer  and  Service  Station  owner  should  pay  particular 
attention  to  the  appearance  of  his  establishment.  This  applies 
not  only  to  the  salesroom,  stock  room  and  shop,  but  also  to  the 
employes.  It  is  more  sharply  evident  every  day,  that  up-to- 
date  business  demands  cleanliness  and  neatness  in  appearance, 
not  only  in  the  individual  personally,  but  also  in  the  place  of 
business.  An  improperly  kept  salesroom,  stock  room  or  shop, 
goes  hand  in  hand  with  missing  appointments,  forgetting  pros- 
pects, indifferent  service  to  owners  and  the  general  unsystematic 
handling  of  everything.  Clean,  attractive  quarters  have  long 
been  recognized  by  merchandising  experts  as  essential  to  making 
and  retaining  customers. 

General  Rules  for  Cleanliness. 

Walls  and  ceiling  should  be  kept  painted  or  whitewashed. 

Metal  boxes  or  buckets  should  be  provided  in  the  shop,  to 
care  for  rags,  paper,  etc. 

Lockers  should  be  provided  for  the  shop  men. 

Stairways  should  be  swept  daily. 

Lavatories  cleaned  and  disinfected. 

Empty  packing  cases  should  be  stored  in  good  order,  in  some 
out-of-the-way  place,  so  as  not  to  be  the  first  thing  to  attract  the 
customer's  attention. 

Suggestion  for  Smaller  Shops. 

One  dealer,  in  order  to  keep  his  shop  clean,  has  adopted  the 
following  practice:  a  bell  rings  at  fifteen  minutes  before  the 
noonday  lunch  and  again  at  fifteen  minutes  before  closing  time 
in  the  evening.  At  the  sound  of  the  bell,  each  man  cleans  his 
tools  and  his  particular  part  of  the  bench  or  machine.  The 
dealer  states  that  the  men  like  this  practice  as  it  gives  them  a 
clean  place  in  which  to  work,  causes  fewer  headaches  from  gases, 

124 


SHOP  MANAGEMENT. 


125 


greases  and  other  dirt,  and  gives  them  the  benefit  of  clean-up 
service  twice  each  day  at  very  little  expense.  Although  this 
plan  is  probably  not  practicable  in  the  larger  shops,  still  in  the 
smaller  shops,  particularly  where  porters  are  not  employed  to 
clean  the  premises  after  the  shop  is  closed,  it  might  be  adopted 
to  good  advantage. 

Eliminate  Fire  Hazards. 

Fires  should  be  prevented  by  eliminating  the  cause.  Em- 
ployes should  be  properly  educated  to  eliminate  these  hazards, 
and  equipment  for  extinguishing  a  fire  in  its  early  stage  should 
be  installed.  Fire  hazards  in  garages  and  repair  shops  are  very 
numerous,  and  extra  precaution  should  be  taken  to  eliminate 
them. 

General  Rules  for  Eliminating  Fire  Hazards. 

Smoking  in  the  shop  should  be  absolutely  prohibited  by  every- 
one— ^both  employe  and  patron. 

Signs  to  this  effect  should  be  posted  in  conspicuous  places. 

Filthy  conditions,  such  as  oily  waste  and  rags,  dirty  overalls 
and  accumulations  of  oil  and  grease  on  the  floors,  should  not  be 
tolerated. 

A  metal  receptacle  should  be  provided  for  oily  waste  and  rags, 
and  the  workmen  should  be  instructed  to  do  their  part  in  pre- 
venting oil  and  grease  from  accumulating  on  the  floors. 

All  packing  and  excelsior  should  be  immediately  removed  from 
the  building  after  unpacking  shipments,  as  these  materials  as 
well  as  oily  rags  and  waste,  are  spontaneously  combustible. 

GasoHne  should  be  carefully  handled;  it  should  always  be 
kept  in  a  closed  can,  which  should  be  painted  red,  and  marked 
"gasoline." 

Gasoline  should  not  be  run  into  the  sewers  nor  used  generally 
to  clean  the  floors  or  walls. 

If  gasoline  is  accidentally  spilled  on  the  floor,  windows  and 
doors  should  be  opened,  to  carry  the  fumes,  and  until  the  air  is 
clear,  all  operations  likely  to  produce  a  spark  should  be  sus- 
pended. 

The  electric  extension  lamp  used  around  and  under  cars,  while 
making  repairs,  should  be  inspected  at  least  once  a  week  to  see 
that  there  are  no  loose  connections,  that  the  insulation  is  not 


I 


If 


126 


SERVICE  STATION  MANAGEMENT. 


worn  off,  and  that  no  wires  are  left  exposed,  which  would  cause 
short  circuits. 

There  should  be  a  guard  placed  over  the  bulb  to  prevent  its 
being  broken. 

Fire  Extinguishing  Equipment. 

Whenever  possible  a  garage  should  be  equipped  with  auto- 
matic sprinklers  and  a  plentiful  supply  of  soda  and  acid  fire 
extinguishers,  of  the  three-gallon  type,  distributed  throughout 
the  building.  Most  fires,  if  discovered  in  the  incipient  stage, 
can  be  readily  extinguished  by  opening  a  sprinkler  head  or  by 
the  hand  sprinkler  before  any  serious  damage  occurs.  The  soda 
and  acid  sprinkler  is  better  applied  to  the  fire  as  a  spray  than  as  a 
single  stream.  If  the  thumb  is  held  over  the  nozzle  a  spray  is 
produced  which  will  cover  more  surface  than  a  single  stream. 
The  soda  and  acid  should  be  washed  off  highly  polished  surfaces 
immediately  to  prevent  any  destructive  action. 

Danger  from  Static  Electricity. 

Every  mechanic  knows  that  electricity  is  produced  by  rubbing 
two  substances  together,  as,  for  example,  the  sparks  which  jump 
from  a  running  machine  belt  to  one's  hand  in  cold  weather.  In 
the  same  way,  static  electricity  is  generated  by  the  friction  be- 
tween moving  gasoline  and  its  container.  If  some  means  is  not 
provided  to  conduct  this  electricity  away  from  the  container, 
it  will  build  up  until  there  is  sufficient  amount  to  jump  a  small 
gap,  causing  a  spark,  which  will  ignite  the  gasoline.  By  following 
the  rules  appearing  in  "Motor  Vehicles  and  Safety"  published 
by  the  Travelers  Insurance  Company,  of  Hartford,  Conn.,  the 
danger  from  this  source  may  be  eliminated. 

The  following  advice  is  given  by  the  National  Board  of  Fire 
Underwriters,  for  preventing  fires  due  to  the  generation  of  static 
electricity  when  pouring  gasoline : 

1.  Never  use  a  hose  except  of  metal  or  metal  lined,  making  it 
of  the  non-static  type,  which  should  be  in  metallic  contact 
with  the  supply  tank.  Rest  the  nozzle  at  the  end  of  the  hose 
in  the  filling  opening  of  the  tank  or  can. 

2.  Never  use  anything  but  a  metal  can  or  tank.  Use  approved 
containers. 


SHOP  MANAGEMENT. 


127 


3.  Never  use  anything  but  an  unpainted  metal  funnel. 

4.  In  pouring  from  an  open  mouth  can,  rest  the  can  on  the 
funnel.  Be  sure  the  funnel  is  in  metallic  contact  with  the  recep- 
tacle being  filled. 

5.  Never  hold  a  chamois  skin  away  from  the  funnel,  but  allow 
it  to  rest  against  it. 

6.  Never  let  a  stream  of  gasoline  fall  any  distance  to  any  kind 
of  receptacle  from  a  valve  or  nozzle  above.  Gasoline  passing 
through  the  air  generates  static  electricity. 

7.  In  filling  tank  wagons,  if  the  funnel  is  suspended  from  the 
filling  pipe  allowance  must  be  made  for  the  lowering  of  the  tank 
because  of  the  compression  of  the  springs. 

Safety  Practice. 

It  is  the  duty  of  the  owner  or  manager  of  a  Service  Station,  to 
look  after  the  welfare  of  the  employes.  Even  a  slight  injury 
may  cause  the  best  workman  to  be  "laid  up"  when  you  most 
need  him.  In  addition,  most  states  require  the  payment  of 
compensation.  Every  possible  precaution  should  be  taken  to 
eliminate  this  item  of  expense. 

Immediate  treatment  of  all  injuries,  no  matter  how  slight,  is 
one  of  the  first  principles  of  safety  practice.     Fig.  65  shows  a 


Fig.  65. 

First  Aid  Cabinet,  which  should  be  part  of  the  equipment  of 
every  Service  Station. 

A  book  of  instructions  is  furnished  with  these  cabinets,  and 
there  should  be  at  least  one  competent  person  in  every  Service 
Station  who  is  familiar  with  the  methods  of  administering  first  aid. 


126 


SERVICE  STATION  MANAGEMENT. 


lil'l 


I 


1  » 


worn  off,  and  that  no  wires  are  left  exposed,  which  would  cause 
short  circuits. 

There  should  be  a  guard  placed  over  the  bulb  to  prevent  its 
being  broken. 

Fire  Extinguishing  Equipment. 

Whenever  possible  a  garage  should  be  equipped  with  auto- 
matic sprinklers  and  a  plentiful  supply  of  soda  and  acid  fire 
extinguishers,  of  the  three-gallon  type,  distributed  throughout 
the  building.  Most  fires,  if  discovered  in  the  incipient  stage, 
can  be  readily  extinguished  by  opening  a  sprinkler  head  or  by 
the  hand  sprinkler  before  any  serious  damage  occurs.  The  soda 
and  acid  sprinkler  is  better  applied  to  the  fire  as  a  spray  than  as  a 
single  stream.  If  the  thumb  is  held  over  the  nozzle  a  spray  is 
produced  which  will  cover  more  surface  than  a  single  stream. 
The  soda  and  acid  should  be  washed  off  highly  polished  surfaces 
immediately  to  prevent  any  destructive  action. 

Danger  from  Static  Electricity. 

Everj^  mechanic  knows  that  electricity  is  produced  by  rubbing 
two  substances  together,  as,  for  example,  the  sparks  which  jump 
from  a  running  machine  belt  to  one's  hand  in  cold  weather.  In 
the  same  way,  static  electricity  is  generated  by  the  friction  be- 
tween moving  gasoline  and  its  container.  If  some  means  is  not 
provided  to  conduct  this  electricity  away  from  the  container, 
it  will  build  up  until  there  is  sufficient  amount  to  jump  a  small 
gap,  causing  a  spark,  which  will  ignite  the  gasoline.  By  following 
the  rules  appearing  in  "Motor  Vehicles  and  Safety"  published 
by  the  Travelers  Insurance  Company,  of  Hartford,  Conn.,  the 
danger  from  this  source  may  be  eliminated. 

The  following  advice  is  given  by  the  National  Board  of  Fire 
Underwriters,  for  preventing  fires  due  to  the  generation  of  static 
electricity  when  pouring  gasoline: 

1.  Never  use  a  hose  except  of  metal  or  metal  lined,  making  it 
of  the  non-static  type,  which  should  be  in  metallic  contact 
with  the  supply  tank.  Rest  the  nozzle  at  the  end  of  the  hose 
in  the  filling  opening  of  the  tank  or  can. 

2.  Never  use  anything  but  a  metal  can  or  tank.  Use  approved 
containers. 


SHOP  MANAGEMENT. 


127 


3.  Never  use  anything  but  an  unpainted  metal  funnel. 

4.  In  pouring  from  an  open  mouth  can,  rest  the  can  on  the 
funnel.  Be  sure  the  funnel  is  in  metallic  contact  with  the  recep- 
tacle being  filled. 

5.  Never  hold  a  chamois  skin  away  from  the  funnel,  but  allow 
it  to  rest  against  it. 

6.  Never  let  a  stream  of  gasoline  fall  any  distance  to  any  kind 
of  receptacle  from  a  valve  or  nozzle  above.  Gasoline  passing 
through  the  air  generates  static  electricity. 

7.  In  filling  tank  wagons,  if  the  funnel  is  suspended  from  the 
filling  pipe  allowance  must  be  made  for  the  lowering  of  the  tank 
because  of  the  compression  of  the  springs. 

Safety  Practice. 

It  is  the  duty  of  the  owner  or  manager  of  a  Service  Station,  to 
look  after  the  welfare  of  the  employes.  Even  a  slight  injury 
may  cause  the  best  workman  to  be  ''laid  up"  when  you  most 
need  him.  In  addition,  most  states  require  the  payment  of 
compensation.  Every  possible  precaution  should  be  taken  to 
eliminate  this  item  of  expense. 

Immediate  treatment  of  all  injuries,  no  matter  how  slight,  is 
one  of  the  first  principles  of  safety  practice.     Fig.  65  shows  a 


Fig.  65. 

First  Aid  Cabinet,  which  should  be  part  of  the  equipment  of 
every  Service  Station. 

A  book  of  instructions  is  furnished  with  these  cabinets,  and 
there  should  be  at  least  one  competent  person  in  every  Service 
Station  who  is  familiar  with  the  methods  of  administering  first  aid. 


i 


128 


SERVICE  STATION  MANAGEMENT. 


Approximately  18  per  cent,  of  all  the  lost  time  accidents  are 
the  result  of  infections  from  slight  injuries.  It  is  important  to 
keep  the  cabinet  filled  with  a  complete  line  of  articles  at  all 
times.  To  allow  the  supply  to  become  depleted  is  to  invite 
serious  consequences. 

First  Aid  Don'ts. 

Don^t.  think  that  because  you  know  a  little  about  First  Aid 
you  are  a  skilled  surgeon. 

Don't  forget  to  call  a  physician  in  all  accident  cases. 

Don't  put  on  a  bandage  too  tight.    Ask  the  patient  how  it  feels. 

Don't  tie  a  bandage  knot  over  the  wound. 

Don't  forget  to  raise  the  head  in  skull  injuries. 

Don't  fail  to  lower  the  head  when  the  face  is  pale. 

Don't  bring  a  frost-bitten  case  to  a  heated  room. 

Don't  fail  to  learn  the  correct  method  of  artificial  respiration. 

Don't  delay  in  waiting  for  help  in  resuscitating  a  drowned 
person  or  one  overcome  by  electric  shock. 

Don't  forget  that  it  may  take  two  hours  of  steady  work  it 
is  best  to  resuscitate  asphyxia  cases. 

Don't  put  your  fingers  or  handkerchief  on  a  wound. 

Don't  wash  out  a  wound  with  water.     It  is  dangerous. 

Don't  forget  that  if  nothing  surgically  clean  is  at  hand,  to 
simply  leave  the  wound  exposed  to  the  open  air. 

Don't  forget  that  iodine  is  the  drug  of  choice  in  First  Aid. 

Don't  let  it  slip  your  mind  that  if  swelling,  pain,  and  throbbing 
develop,  infection  is  beginning.     See  a  doctor. 

Don't  forget  that  a  "clean  nail"  is  as  dangerous  as  a  rusty  nail. 

Don't  misuse  the  tourniquet.     Loosen  every  fifteen  minutes. 

Don't  just  cover  up  a  burn  with  anything;  learn  the  correct 
treatment. 

Don't  attempt  to  set  a  fracture;  let  the  doctor  do  it. 

Don't  allow  an  injured  man  to  get  cold.     It  may  be  dangerous. 

Particular  attention  is  called  to  the  operating  and  handling  of 
certain  machines  and  tools  in  order  to  prevent  injuries: 

Drill  Presses. 

When  operating  a  drill  press  the  following  rules  should  be 
observed  for  Safety: 


SHOP  MANAGEMENT. 


129 


Wear  tight-fitting  sleeves  or  roll  the  sleeves  above  the  elbow, 
to  prevent  them  from  being  caught  in  the  revolving  drill.  Many 
serious  injuries  have  resulted  from  failure  to  do  this. 

Loose  neckties  are  very  dangerous  and  should  be  tucked  under 
the  shirt.  There  is  a  possibility  of  being  choked  if  the  tie  is 
caught  in  the  drill. 

Rings  should  not  be  worn.  They  have  been  known  to  catch 
in  the  drill  and  pull  the  flesh  off  the  fingers. 

A  rag  or  towel  should  never  be  used  around  a  revolving  drill. 
If  caught,  the  hand  is  liable  to  be  drawn  into  the  drill  with  it,  and 
severe  lacerations  will  be  the  result. 

Operators  should  not  try  to  hold  material  on  drill  press  tables 
with  their  hands.  It  may  fly  out  of  the  grasp  and  cause  serious 
injury.     All  material  should  be  fastened  securely. 

Wooden  sticks  should  be  used  instead  of  wire  to  remove  the 
steel  shavings  from  around  the  revolving  drill. 

Do   NOT  WEAR  GLOVES. 

Screw  Drivers. 


ABC 

Fig.  66. 

The  screw  driver  is  probably  one  of  the  most  abused  tools  in 
the  repair  man's  kit.  When  properly  ground,  the  tool  is  very 
efficient  and  will  remove  a  screw  without  marring  it  and  with 


1 


!i 


t 


lao 


SERVICE  STATION  MANAGEMENT. 


no  danger  of  injuring  the  repair  man.     Screw  drivers  which  are 
in  constant  use  become  worn  (see  Fig.  66,  A). 

When  in  this  condition  a  screw  driver  will  often  slip  out  of  a 
slot,  damaging  the  screw,  and  in  some  cases  injuring  the  operator. 
The  screw  driver  should  be  hollow  ground  with  square  edges,  as 
shown  in  5,  or  with  a  square  shoulder  as  shown  in  C  A  screw 
driver  should  never  be  used  as  a  punch,  as  the  sharp  edges  will 
be  turned  over  or  broken. 

The  Handling  of  Sharp  Tools. 

Screw  Drivers. — Figs.  67  and  68  show  the  right  and  wrong  way 
to  use  a  screw  driver.  The  work  should  not  be  taken  into  the 
hands,  but  should  be  set  firmly  upon  a  table  or  other  flat  surface. 
Many  bad  lacerations  have  been  caused  by  screw  drivers  slipping 
from  work  held  in  the  hand. 


Fig.  67. 
Dangeroufi. 

The  edge  of  the  screw  driver  should  be  kept  filed  sharp,  to 
prevent  slipping  from  the  slot  of  screw. 


I 


Fig.  68. 
Safe. 


il 


SHOP  MANAGEMENT. 


131 


File  Tangs. — All  users  of  files  should  see  that  only  suitable 
and  well-fitted  handles  are  used,  as  some  bad  hand  and  wrist 
punctures  have  been  caused  by  badly  fitted  handles  coming  off 
of  file  tangs. 

Knives. — When  cutting  insulation  or  other  material,  the  knife 
should  not  be  drawn  toward  the  person — ^it  may  slip  and  cut  a 
deep  gash  in  the  flesh. 

Machine  Repairs. 

When  machine  repairs  are  necessary  be  sure  to  close  down 
equipment;  lock  switch;  throw  belt  off;  hang  a  sign  " Danger, 
Do  Not  Start,"  on  the  control  lever  or  starting  button. 

Steel  Against  Steel. 

Striking  tempered  steel  against  tempered  steel  is  dangerous, 
because  chips  may  fly.  Use  a  soft  hammer  for  such  work,  or 
wear  goggles. 


Fig.  69. 

The  Chipping  Screen. — One  of  the  most  dangerous  operations 
performed  in  the  garage  is  chipping  steel  or  other  parts  with  a 
cold  chisel,  as  the  chips  fly  off,  striking  other  operators  and  often 
rebounding  and  striking  the  one  who  is  doing  the  chipping. 
To  prevent  this  a  chipping  screen  like  the  one  in  Fig.  69  may  be 
used. 


il 


II 


132 


SERVICE  STATION  MANAGEMENT. 


This  consists  of  two  upright  posts  set  on  wooden  bases  between 
which  is  stretched  some  light  canvas.  The  screen  is  easily 
moved  about  and  adjusted  to  the  work  and  is  very  compact 
when  rolled  up  for  storing. 

Mushroom  Tools. 

Mushroom  head  tools  have  caused  the  loss  of  many  eyes,  and 
they  should  not  be  kept  around  the  shop  where  they  are  liable 
to  be  used.  Chips  will  inevitably  fly  from  them  if  they  are  not 
redressed  in  time.  One  blow  of  a  hammer  may  be  the  means  of 
causing  one  of  your  best  workmen  to  be  laid  up  for  a  great  length 
of  time,  and  everyone  knows  that  a  man  cannot  work  as  efficiently 
with  one  eye  as  with  two. 

Tools  should  be  redressed  immediately  they  become  burred. 
Fig.  70  shows  samples  of  safe  and  unsafe  tools. 


Safe. 


Unsafe. 


Fig.  70. 


Fig.  71  illustrates  the  right  and  wrong  way  of  lifting  heavy 

objects. 

The  picture  on  the  right  shows  the  wrong  way.  The  man  is 
bending  from  his  hips  and  all  the  strain  comes  over  the  weakest 
part  of  the  back,  right  over  the  kidneys,  which  causes  a  lame 

and  sore  back. 

The  picture  on  the  left  shows  the  right  way.    Keep  the  back 


SHOP  MANAGEMENT. 


133 


as  nearly  erect  as  possible,  stand  firmly  on  both  feet  and  bend  the 
knees,  let  the  feet  be  as  near  the  load  as  possible,  with  shoulders 
directly  over  the  ankles,  then  when  lifting  the  strain  comes  on 


Fig.  71. 

the  shoulders  and  hips,  which  are  strong,  and  not  on  the  weakest 
part  of  the  back. 

Finger  Rings. 

Finger  rings  should  not  be  worn  when  doing  any  form  of 
manual  labor.     The  ring  is  likely  to  catch  on  some  part,  resulting 


Fig.  72. 


Il^: 


134 


SERVICE  STATION  MANAGEMENT. 


in  amputation  of  the  finger.    The  owner  of  the  hand  shown  in 
Fig.  72  lost  a  finger  when  his  ring  caught  in  a  piece  of  revolving 

machinery. 

Strains,  lacerations  and  at  times  amputation  result  from 
handling  any  tools  while  wearing  rings.  Be  safe;  preserve  the 
ring;  remove  it  during  working  hours. 

The  Upturned  Nail. 

All  rusty  nails  swarm  with  little  bugs  so  small  that  a  million 
can  sit  on  the  head  of  a  pin  at  one  time.  When  you  step  on  a  nail 
(Fig.  73),  the  bugs  get  into  the  blood  and  in  twenty-four  hours 
may  go  to  the  heart  and  cause  lockjaw  and  death. 


Fig.  73. 
There  is  just  one  thing  to  do  when  you  step  on  a  nail— go  to 

A  DOCTOR  AT  ONCE. 

The  best  remedy  of  all,  however,  is  to  keep  a  tidy  shop— keep 

LOOSE  BOARDS  OFF  THE  FLOOR. 

Cleaning  Solutions. 

Clean  parts  are  essential  in  making  a  repau",  and  the  dealer 
will  find  it  to  his  interest  to  return  a  job  to  the  owner  only  after 
all  the  parts  which  go  into  the  assembly  have  been  thoroughly 
cleaned.  If  the  proper  solutions  are  used  and  the  parts  have 
been  thoroughly  cleaned,  he  will  find  that  the  time  saved  by 
the  mechanic  will  pay  the  cost  of  cleaning. 

Kerosene.— The  most  commonly  used  cleaner  is  kerosene. 
As  it  combines  grease-cutting  with  lubricating  properties,  it  is 


I 


I 


SHOP  MANAGEMENT. 


135 


invaluable  as  a  cleaner  for  running  parts.  It  is  used  extensively 
to  remove  oil  and  tar  from  the  chassis  and  body,  but  should 
never  be  used  on  the  tires. 

Kerosene  is  applied  in  the  following  different  ways: 

First :  by  dipping  the  parts  into  a  tank  full  of  it. 

Second:  by  applying  it  with  a  brush  or  rag. 

Third:  by  spraying  it  on  under  air  pressure;  a  spray  tank  such 
as  is  used  for  spraying  potato  plants  may  be  used  for  this  opera- 
tion. 

Running  parts  which  have  been  cleaned  with  kerosene  should 
be  dried  with  a  clean  rag  and  given  a  coat  of  lubricating  oil  to 
prevent  rusting.  Painted  parts  should  be  washed  with  soap 
and  water,  to  prevent  the  paint  from  becoming  spotted. 

Gasoline. — While  gasoline  has  the  necessary  grease-cutting 
properties  combined  with  quick  drying,  it  should  be  used  spar- 
ingly as  a  cleaner.  First,  because  of  the  fire  hazard  which 
accompanies  its  use.  Second,  because  it  leaves  a  coating  on 
the  part  which  hinders  the  oil  clinging  to  them,  causing  burned- 
out  bearings  and  pistons  sticking  to  cylinder  wall. 

Gasoline  should  be  used  to  clean  the  grease  from  rubber, 
particularly  the  tires. 

Soap. — Soap  and  water  is  used  in  cleaning  body  and  chassis; 
a  neutral  vegetable  soap  should  be  used;  such  a  soap  may  be 
purchased  through  the  oil  jobbers.  The  soap  is  dissolved  in 
lukewarm  water  and  applied  with  a  sponge.  The  amount  of 
soap  used  depends  on  the  water  and  the  condition  of  the  part 
to  be  cleaned.  The  soap  should  be  rinsed  off  with  water  so  it 
will  not  dry  on  the  painted  surface. 

Soda  Solution. — Where  a  tank  which  may  be  heated  is  pro- 
vided the  best  cleaning  solution  is  made  by  dissolving  one  half 
to  two  pounds  of  soda  ash  or  sal  soda  and  three  ounces  of  soft 
soap  chips,  to  every  three  gallons  of  water.  The  proportions 
of  the  ingredients  may  be  varied  to  meet  the  conditions  of  water 
and  dirt.  The  solution  should  be  kept  very  hot  and  parts  should 
be  dipped  into  it.  If  they  are  very  dirty,  the  operation  may  be 
facilitated  by  scrubbing  the  parts  with  a  long-handled  fibre  brush. 

The  washer  should  be  provided  with  a  pair  of  rubber  gloves, 
boots  and  apron  as  the  soda  will  eat  the  clothing  and  burn  the 
skin.    He  should  wear  goggles  to  prevent  the  possible  loss  of  an 

10 


!' 


136 


SERVICE  STATION  MANAGEMENT. 


eye.  A  bottle  of  vinegar  should  be  placed  convenient  to  the 
tank.  In  case  of  bums,  apply  the  vinegar  freely  to  the  injured 
part,  even  the  eye. 

The  solution  may  be  used  cold  but  it  is  only  about  half  as 
effective  as  when  hot.  Further,  if  it  is  hot  the  parts  dry  quickly. 
If  a  powder  appears  on  the  part  when  dried  the  solution  has  too 
much  soda  in  it.  This  solution  will  spoil  the  paint,  making  it 
necessary  to  retouch  any  painted  parts  which  may  be  cleaned 
in  it. 

Wash  Tank. 

In  Fig.  74  is  shown  a  wash  tank,  together  with  the  necessary 
furnace  to  heat  it  by  gas.  It  is  sufficiently  large  to  take  a 
complete  motor  assembly  or  rear  axle.  The  tank  should  be 
filled  with  a  cleaning  solution  as  discussed  in  this  chapter.  Much 
more  satisfactory  work  is  turned  out  when  the  parts  are  delivered 
to  the  mechanic  in  clean  condition.  If  there  is  an  ordinance 
against  using  an  open  flame  in  the  garage,  this  tank  may  be 
heated  by  placing  a  coil  of  steam  pipes  in  the  bottom  of  the  tank 
where  they  will  come  in  direct  contact  with  the  water,  or  live 
steam  may  be  introduced  directly  into  the  water. 

Instructions  for  Employes. 

Adjusters,  trouble  men  and  all  other  mechanical  employes 
coming  in  contact  with  the  public,  should  at  all  times  while  on 
duty  wear  clean  linen  dusters  or  overalls. 

All  stock  room  men  waiting  on  the  public  and  selling  parts 
over  the  counter,  should  also  wear  clean  linen  dusters  or  overalls. 

Overalls  and  dusters  should  be  on  and  employes  at  their 
stations  ready  for  work  at  starting  time. 

Overalls  should  not  be  removed  nor  employes  permitted  to 
wash  up  until  after  closing  time. 

Employes  should  not  be  permitted  to  leave  dirty  dusters, 
overalls,  aprons,  etc.,  in  the  shop  over  Sunday;  they  should  be 
taken  out  of  the  building  each  week  and  washed. 

Employes  should  be  instructed  to  assist  in  maintaining  cleanli- 
ness by  keeping  all  waste  boxes,  buckets,  cans,  crates,  bales,  etc., 
properly  covered  and  in  their  designated  places. 

Employes  should  be  instructed  to  immediately  return  to  their 


SHOP  MANAGEMENT. 


137 


o 


, 


138 


SERVICE  STATION  MANAGEMENT. 


proper  places,  benches,  tables,  horses,  trucks,  etc.,  as  soon  as 
they  have  finished  using  them. 

Employes  should  not  be  permitted  to  accept  tips.  This 
practice  will  detract  from  the  efl&ciency  of  the  organization. 
Signs  should  be  posted  in  conspicuous  places,  requesting  patrons 
to  refrain  from  tipping  employes,  as  it  may  cause  their  dismissal. 

Each  employe  should  be  provided  with  a  tool  box  with  suflS- 
cient  tools  to  take  care  of  the  work  in  which  he  is  engaged.  This 
tool  box  should  be  kept  clean  and  tools  arranged  in  an  orderly 
and  workmanlike  manner. 

Tool  boxes  with  complete  equipment  should  be  returned  to  the 
tool  crib  each  night. 

Employes  should  not  lend  tool  checks  to  anyone. 

All  tools  drawn  on  an  employe's  check  should  be  charged  to 
him,  and  in  case  they  are  lost  he  should  be  compelled  to  pay  for 
them. 

Employes  should  be  careful  with  the  tools  they  are  using. 

When  a  tool  becomes  worn,  the  foreman  should  be  notified  at 
once.  It  should  not  be  used  further,  as  such  a  tool  only  spoils 
work. 

All  broken  and  damaged  tools  should  be  returned  to  the  tool 
crib  so  that  they  can  be  repaired  and  accounted  for. 

Employes  should  not  be  permitted  to  eat  lunches  sitting  in 
customers'  or  dealers'  cars. 

Should  any  part  used  in  the  repair  of  a  car  be  broken  acci- 
dentaDy  or  through  carelessness,  the  employe  should  immediately 
report  it  to  the  foreman,  and,  if  carelessly  broken,  the  employe 
should  be  required  to  replace  the  part  by  purchasing  a  new  one 
from  the  stock  room.  If  defective,  the  part  should  be  exchanged 
with  the  stock  clerk. 

Mechanics'  Repair  Tools. 

Every  mechanic  when  entering  the  employ  of  the  Service 
Station,  should  be  furnished  with  sufficient  tools  with  which  to  do 
the  work  assigned  him.  The  tools  should  be  listed  on  a  sheet, 
as  illustrated  in  Fig.  75.  The  employe  should  sign  in  the  place 
indicated  and  the  sheet  filed  by  the  tool  crib  clerk.  In  Service 
Stations  where  the  tool  crib  is  in  the  stock-room,  then  the  foreman 
or  stock  clerk  should  file  the  receipt.     On  leaving  the  employ 


SHOP  MANAGEMENT. 


139 


of  the  Service  Station,  the  office  should  require  the  receipt  signed 
in  the  proper  place  by  the  tool  crib  or  stock  clerk,  showing  that 
there  is  no  charge  against  the  employe  before  making  final 
settlement. 


NAME...G..^^:i^ui^«it»w DATE AMc^^J^./$^... 

EMLOYHES  NUMBER.— ^/-i. TOOL  CHECK  NUMBER... iV. 

TOOL  BOX  NUMBER /f^. DEPARTMENT. y^?Ar. 

CHARACTER  OF  W0RK...^iCl£r..^Slv«3£a«M^. 


I  hereby  acknowledge  receipt  of  the  following  tools  in  good  condition : 
No.  DESCRirnoN.  Na  DESctimoN. 


Upon  leaving  the  employ  of  the  Company,  or  upon  denund  nude,  I  agree  (6  return  thcae  tools,  to 
the  Stockroom  in  good  condition,  conaidering  normal  wear  and  tear,  and  in  the  event  that  any  of  these 
tools  are  lost  or  broken  through  carelessness,  1  will  pay  the  Company,  THE  McMILLAN  MOTORS 
CORP.,  for  the  same  at  their  cost  price. 


Signcd.1 


These  tools  have  been  retamed  in  good  condition,  and  there  are  no  charges  against  this  cmi^ee. 


Fig.  75. 

The  mechanic  should  also  be  furnished  with  sufficient  checks 
on  which  to  draw  special  tools,  such  as  reamers,  dies,  bushing 
drivers,  etc. 

COUBTESY  TO   THE   CUSTOMER. 

The  customer  should  receive  prompt  attention  when  driving 
into  the  garage  or  service  floor.  The  foreman  or  service  manager 
should  make  it  a  point  to  wait  on  the  customer  at  once.  It  may 
not  always  be  possible  to  assign  a  man  to  the  job  immediately, 


m 


140 


SERVICE  STATION  MANAGEMENT. 


but  there  is  nothing  any  more  annoying  to  the  customer  when 
driving  into  the  Service  Station,  than  to  be  obliged  to  wait 
around  before  making  known  just  what  he  wants.  The  customer 
may  have  an  appointment  and  only  have  a  few  minutes  to  spare; 
he  has  come  to  the  Service  Station  for  service  and  whoever  is  in 
charge  of  the  floor  should  see  that  he  receives  prompt  attention. 
Probably  no  men  in  the  entire  organization  are  in  a  better 
position  to  extend  courtesy,  as  was  described  in  a  previous 
chapter,  to  customers,  than  the  foreman  and  adjusters  on  the 
service  floor.  In  making  minor  repairs,  providing  they  come 
under  the  head  of  "gratis  service,"  the  adjuster  should  do  the 
work  cheerfully  and  willingly.  It  is  entirely  proper,  and  in  fact 
it  is  his  duty,  to  call  the  owner's  attention  to  any  repairs  that 
should  be  made,  but  he  should  not  do  it  in  such  a  way  as  to 
give  the  owner  the  impression  that  although  he  is  making  some 
gratis  adjustments,  he  is  bound  to  get  enough  repair  work  out  of 
the  transaction  to  make  a  profit  on  the  whole  deal.  The  adjuster 
should  always  bear  in  mind  that  he  is  not  doing  the  owner  a 
favor  by  making  these  minor  adjustments,  but  that  the  owner 
has  done  the  Service  Station  a  favor  by  coming  there  for  service. 
The  mechanic  or  adjuster  should  have  in  mind  just  how  fair  an 
adjustment  he  can  make  with  the  customer,  rather  than  just 
how  much  money  he  will  be  able  to  make  out  of  the  transaction. 

Writing  up  the  Repair  Order. 

Fig.  76  is  a  sample  of  a  Repair  Order.  I 

This  is  a  standard  form  and  may  be  obtained  from  manufactur- 
ing stationers  in  any  of  the  larger  cities.  A  rubber  stamp  may 
be  used  for  any  data  not  printed  on  the  repair  order,  as,  for 
instance,  ''Time  Promised,"  and  ''Parts  taken  from  this  car  are 
held  three  days  for  your  inspection,  after  which  they  will  be 
junked." 

This  order  should  be  written  up  in  triplicate.  The  white 
and  cardboard  copies  should  go  with  the  job  into  the  shop. 
The  yellow  copy  should  be  sent  to  the  ofl&ce  and  filed  in  numerical 
order. 

Where  flat  rate  charges  are  used,  the  Repair  Order  should 
always  bear  the  notation  "Estimates  are  for  labor  only,  material 
additional."    The  employe  writing  up  the  Repair  Order  should 


d 


omruna) 
M03  S.ti3N01sro 


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■^■0 


fifieuiaij 


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NVWHOIVM  AS  03HOV13a  3B  Oi 


Xgjf      OH  OH 


(141) 


II 


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f 


fel 


142 


SERVICE  STATION  MANAGEMENT. 


not  fail  to  state  to  the  customer  that  the  charges  shown  on  the 
Repair  Order  are  simply  for  labor.  By  doing  this,  many  mis- 
understandings can  be  avoided.  Very  frequently  customers  gain 
the  impression  that  the  charges  shown  on  the  Repair  Order  are 
to  cover  the  entire  expense  of  repairs.  A  customer  is  often  lost, 
due  to  failure  of  the  employe  to  make  this  clear.  In  addition, 
the  Repair  Order  should  bear  this  notation:  "Parts  taken  from 
this  car  will  be  held  three  days  for  your  inspection,  after  which 
they  will  be  junked."  The  employe  should  call  the  customer's 
attention  to  this  matter,  advising  him  that  if  any  claim  is  to  be 
made  for  the  replacement  of  these  parts,  he  must  call  and  inspect 
them  within  the  time  specified.  The  information  indicated  on 
the  Repair  Order  should  always  be  obtained,  and  the  time  that 
the  job  is  promised  should  be  noted.  Always  have  the  customer 
sign  the  Repair  Order  in  the  proper  place  as  authorizing  the 
work. 

Handling  the  Job  in  the  Shop. 

When  the  car  goes  into  the  shop  for  repairs,  the  foreman 
should  inspect  the  Repair  Order  and  assign  the  job  to  the  proper 
employe  or  department.  Work  should  never  be  started  on  a 
job  without  a  Repair  Order.  The  mechanic,  when  starting  work 
on  the  job,  should  enter  his  number  to  the  right  of  the  operation 
which  he  is  to  perform,  and  when  the  work  is  completed,  he  should 
put  a  ring  around  the  number  so  that  the  foreman  or  shop  clerk 
will  understand  that  the  job  has  been  finished.  Before  reporting 
a  job  to  the  ofl&ce  as  finished,  the  foreman  should  examine  the 
card  and  be  sure  that  each  item  has  been  completed.  When 
starting  work  on  the  job,  the  mechanic  should  stamp  on  the 
back  of  the  Repair  Order,  the  time  when  he  starts,  and  again 
when  finished.  This  gives  the  service  manager  the  time  elapsed 
or  consumed  in  performing  the  operation,  and  acts  as  a  check 
on  the  eflficiency  of  the  mechanic.  Take  for  example  a  rear  axle 
overhaul;  the  time  for  this  operation  is  seven  hours,  and  if  the 
mechanic  consumes  eight  hoiu^,  then  he  is  not  eflficient  in  this 
line  of  work.  Furthermore,  as  the  Service  Station  only  charges 
the  customer  for  seven  hours  work,  the  mechanic  is  not  making 
his  employer  the  money  he  should. 


SHOP  MANAGEMENT. 


143 


Shop  Requisition. 

Fig.  77  is  a  sample  of  a  Shop  Requisition  for  Parts. 
No  material  should  be  issued  from  the  stock  room  to  the  shop 
excepting  on  this  requisition.    After  the  mechanic  has  taken 


L 


Shop  Requbition  for  Parts 

Work  Order  No,    ^. 


9oiA 


2lUZ 


riWTito. 


PARTS  WANTCO 


azag    Ofe-^-^mt/^m^ 


<7y.^K- 


I^^_J& 


%a&^s    nZftt^ew^ 


sfr/),S, 


Mechanic 


S5M-7-20 


Fig.  77. 

down  the  job  and  determined  the  parts  necessary  to  make  the 
repairs,  he  should  take  the  copies  of  the  Repair  Order  to  the 
stock  room  window  and  fill  out  the  stock  requisition  card. 
In  shops  where  the  mechanics  are  provided  with  helpers,  the 
helper  should  get  the  parts  from  the  stock  room.  For  the  con- 
venience of  the  mechanics,  placards  illustrating  parts  should  be 
posted  near  the  window.  The  Repair  Order  should  be  left  with 
the  stock  clerk,  who  should  post  the  parts  required  on  the  job, 
from  the  stock  requisition.  The  mechanic  or  helper  should  not 
be  obliged  to  wait  until  the  stock  clerk  posts  the  parts  on  the 
Repair  Order,  as  that  means  a  loss  of  time. 


X 


144 


SERVICE  STATION  MANAGEMENT. 


When  the  repair  job  is  completed,  the  foreman  should  report 
it  to  the  stock  room  clerk,  who  should  send  the  white  copy  of  the 
Repair  Order  to  the  office,  where  it  is  matched  up  with  the  yellow 
copy,  the  parts  transferred  and  charges  totaled.  Some  shops 
send  the  three  copies  to  the  shop  with  the  job  and  have  the  total- 
ing done  by  the  stock  clerk,  and  the  Repair  Order  sent  to  the 
office  ready  for  the  customer.  The  white  copy  of  the  Repair 
Order  should  be  retained  by  the  Service  Station  for  its  files,  and 
the  yeUow  copy  given  to  the  owner  when  the  job  is  delivered. 
The  cardboard  copy  should  be  retained  by  the  shop  as  its  record 
on  the  job.  Owners  should  be  instructed  by  the  cashier  when 
paying  the  bill,  to  retain  their  copy  of  the  order,  so  that  if  it  is 
necessary  for  them  to  return  to  the  Service  Station  for  correction 
of  any  faults  in  the  work,  they  will  have  a  ready  reference  to  the 
job. 

Foreman's  Work  Schedule. 

Every  effort  should  be  put  forth  to  complete  a  job  when 
promised.  If,  in  the  course  of  repairs,  this  is  found  impossible, 
the  foreman  of  the  shop  should  report  the  matter  to  the  office 
and  the  proper  party  should  immediately  get  in  touch  with  the 
customer  by  'phone.  Every  effort  should  be  made  so  that 
customers  will  not  come  to  the  Service  Station  expecting  their 
car,  and  find  that  the  work  has  not  been  completed. 

In  order  that  the  foreman  may  get  the  jobs  out  when  promised, 
a  foreman's  work  schedule  should  be  kept  (Fig.  78).  Size  of 
sheet  12  ins.  horizontally,  8J^  ins.  vertically. 

This  form  has  been  proved  to  be  very  valuable.  When  the 
job  is  taken  in,  the  foreman  should  fill  out  the  schedule  with  the 
data  indicated,  with  special  reference  to  the  time  that  the  job  is 
promised.  By  following  this  schedule,  he  will  be  able  to  check 
up  the  jobs  that  are  in  the  shop  and  see  that  they  are  completed 
on  time.  The  schedule  may  also  be  used  to  show  the  total 
amount  of  labor  sales  written  each  day. 

Shop  Efficiency  Records. 

As  soon  as  a  shop  has  outgrown  the  one-man  stage,  there  can 
be  no  efficiency  without  records,  and  without  efficiency  there  can 
be  no  profits.    A  proper  system  of  accounting  in  order  to  keep 


SHOP  MANAGEMENT. 


145 


A     N 


*>    *« 


00 


o 


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f 


146 


SERVICE  STATION  MANAGEMENT. 


ON    RECORD 

i 

ac 
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i 
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o 
o 

, 

M 

2 

e 

a 

z 

^          1 

MECHANIC'S    PRODUC 

MAMF 

o 

u. 
o 

o 

» 

o 

s 

—  =  =m  i 

s 

J 

6 

3 
O 

e 
e 

i 

^ 

a 


1 


SHOP  MANAGEMENT. 


147 


a  record  of  the  shop  transactions  and  the  efficiency  of  the  men, 
is  absolutely  necessary.  Unless  a  system  is  installed  in  order  to 
keep  a  record  of  the  shop's  efficiency,  the  percentage  of  net 
profits  will  decrease  as  the  volume  of  business  increases,  and  the 
dealer  will  cease  to  expand,  regarding  his  repair  shop  as  a  sort  of 
necessary  evil.  The  statement  that  the  shop  loses  money  has 
become  almost  a  stereotyped  phrase  among  dealers  who  are 
operating  their  shops  in  an  inefficient  manner.  However,  this  is 
simply  due  to  the  fact  that  the  proper  records  are  not  maintained 
which  would  enable  a  check  to  be  made  on  the  efficiency  of  each 
employe  in  the  shop,  also  on  the  shop  as  a  whole. 

Fig.  79  is  a  mechanic's  production  record. 

This  form  is  used  by  the  superintendent  in  checking  up  the 
record  and  production  of  each  individual  mechanic,  for  a  period 
of  four  weeks  at  weekly  intervals. 

In  the  column  under  "Wages,"  is  shown  the  total  amount  paid 
the  mechanic  during  the  four  weeks'  period,  and  in  the  column 
under  "Production"  is  shown  the  amount  received  for  his  work. 
It  can  be  readily  determined  from  this  record  whether  the  proper 
profit  is  made  from  each  mechanic's  labor. 

Fig.  80  is  another  sample  of  a  shop  efficiency  card. 

In  explanation  of  this  record,  will  say  that  column  5  divided 
by  column  4  gives  the  efficiency  of  the  employe.  For  example, 
employe  T.  Brown  is  producing  work  for  which  the  dealer 
charged  his  customer  89  hours.  However,  it  required  100  hours 
for  this  employe  to  do  this  work,  thus  making  him  only  89 
per  cent,  efficient.  Column  4  divided  by  column  2  gives  the 
efficiency  of  the  foreman  as  showing  his  abihty  to  keep  his  men 
busy  on  productive  labor.  In  the  entire  period  from  August  1st 
to  August  15th,  the  employes  put  in  a  total  of  520  hours.  The 
dealer  however  was  only  enabled  to  charge  his  customer  for  426 
hours,  showing  that  the  foreman  of  the  shop  was  only  85  per  cent, 
efficient.  Column  5  divided  by  column  2  shows  the  efficiency 
of  the  shop  as  a  whole.  For  instance,  the  productive  labor  for 
which  the  dealer  could  charge  his  customers  was  364  hours, 
whereas  the  total  time  for  which  the  employes  were  paid  was  520 
hours,  making  the  shop  as  a  whole  only  70  per  cent,  efficient. 

Fig.  81  is  another  form  for  recording  with  a  single  entry  the 
efficiency  of  the  repair  shop  as  a  whole  and  of  each  individual 


148 


SERVICE  STATION  MANAGEMENT. 


SHOP  MANAGEMENT. 


149 


man.  The  size  of  the  sheet  depends  on  the  number  of  men 
employed  and  the  number  of  jobs  handled  daily.  The  first  col- 
umn contains  the  names  of  the  repair  men.     The  order  numbers 


SHOP. 
From:  August  ist  to  August  15, 1920. 

1-234                l»                   6 

Name 

Total 
Hours 

Non-pro- 
ductive 
labor 

Produc- 
tive labor 

Work  done 
in  hra.  as  per 
time  sched- 
ule 

Effi- 
ciency 

T.  Brown 

104 

4 

100 

89 

89% 

W.  P.  Jones 

104 

' — 

104 

83 

80% 

Robt.  Smith 

104 

30 

74 

62 

83  7o 

Ned  Robinson 

104 

8 

96 

86 

89% 

Jordan  (foreman) 

104 

52 

52 

44 

84% 

r 

/• 

Total 

520 

94 

426 

364 

85% 

Fig.  80. 

of  the  jobs  are  written  at  the  top  of  the  columns  in  numerical 
order.  Each  of  these  columns  is  divided  into  two  parts;  one  for 
dollars,  the  other  for  time.  When  the  work  is  completed  the 
charge  and  time  are  written  in  under  the  job  number.  If  two 
men  work  on  the  same  job  the  time  and  charge  are  divided 
equally  between  them. 

Efficiency  on  the  job  may  be  obtained  by  summing  up  the 
column  vertically.  The  efficiency  of  the  repair  man  may  be 
observed  by  summing  up  the  columns  horizontally.  By  totaling 
both  ways  a  check  is  made  on  the  sheet  and  figures  are  obtained 
by  which  the  efficiency  of  the  shop  may  be  checked. 


In  Fig.  82  is  shown  a  Daily  Report  on  Service  and  Repair 
department.  The  size  of  the  sheet  depends  upon  the  volume  of 
business.  A  convenient  size  is  12  inches  horizontally  and  11 
inches  vertically. 


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36 

31 

Fig.  81. 


This  record  may  be  kept  either  in  the  tool  crib  or,  in  the  smaller 
shops,  in  the  stock  room.  By  the  use  of  this  form  the  manage- 
ment can  tell,  at  a  glance,  the  number  of  cars  repaired  daily  and 
the  cost  on  each  job. 


150 


SERVICE  STATION  MANAGEMENT. 


! 


00 


CHAPTER  VIII. 
THE  STOCK  ROOM. 

Abrangement. 

Whenever  possible,  the  stock  room  should  be  located  so  that 
it  will  have  a  separate  entrance  from  the  street.  Aside  from 
the  fact  that  the  separate  entrance  will  in  itself  attract  customers, 
the  windows  may  be  used  for  showing  parts.  There  is  no  better 
method  of  advertising  merchandise  than  by  displaying  it,  and 
parts  should  be  attractively  displayed  in  the  windows,  also  the 
stock  room,  as  outlined  in  the  chapter  on  "Selling  Service." 

One  method  of  arranging  the  stock  bins  is  so  that  the  small 
fast  moving  parts  will  be  near  the  counter  or  entrance  and  the 
heavier  parts  in  the  rear,  near  the  repair  shop.  More  small  parts 
will  be  sold  over  the  counter  than  the  heavier  parts,  and  on  the 
other  hand  the  repair  shop  will  require  more  of  the  larger  parts. 
Another  method  of  arranging  the  bins  or  boxes  is  so  that  all 
parts  that  naturally  would  go  in  one  repair  order  will  be  to- 
gether, i.  e.,  the  boxes  containing  motor  parts  in  one  section, 
boxes  containing  rear  axle  parts  in  another  section,  and  so  on. 
By  this  arrangement  much  time  can  be  saved  in  filling  repair 
orders. 

The  Box  System. 

There  are  two  standard  stock  room  systems,  namely  the  port- 
able stock  box  system  and  the  stationary  bin  system,  each 
system  having  its  own  merits.  The  stock  box  system  is  illus- 
trated in  Fig.  83. 

This  system  consists  of  a  number  of  standard  size  boxes 
supported  on  racks.  The  dimensions  of  the  three  sizes  of  boxes 
permit  them  to  be  placed  in  any  convenient  order.  The  boxes 
containing  the  stock  may  be  removed  from  the  racks,  which 
reduces  the  labor  in  moving  the  stock  room,  taking  inventory, 
and  in  case  of  fire,  considerable  more  stock  could  be  removed  to  a 
safe  place  than  if  it  were  stored  in  stationary  bins.  For  storing 
cylinder  blocks,  transmission  covers,  etc.,  double  deck  racks 
30  ins.  by  36  ins.  are  used  without  boxes.     Long  parts,  such  as 

n  151 


152 


SERVICE  STATION  MANAGEMENT. 


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THE  STOCK  ROOM. 


153 


radius  rods,  pull  rods,  running  boards,  etc.,  are  stored  in  an  um- 
brella rack,  which  consists  of  a  platform  with  skeleton  uprights. 
This  compartment  is  approximately  one  foot  square.  Fenders  are 
carried  in  the  standard  fender  racks,  with  a  filled-in  platform  on 
top  for  such  articles  as  curtains,  hoods,  lamps,  etc.  Each  box 
should  be  fitted  with  an  index  plate  in  which  a  card  bearing  the 
number  of  the  part  it  contains  can  be  inserted.  When  a  box  is 
subdivided,  two  or  three  numbers  may  be  placed  on  the  card, 
the  top  number  representing  the  first  compartment,  the  second 
number,  the  middle  compartment,  and  the  lower  number,  the 
rear  compartment.  The  box  systfem  may  be  installed  in  the 
following  manner:  Take  a  Parts  Price  List,  and,  beginning  at 
the  lowest  number,  select  suitable  sized  boxes  for  the  quantity 


Fig.  84. 

of  stock  of  the  particular  item,  and  place  it  on  the  rack.  The 
next  part  in  order  is  handled  in  the  same  way,  going  through  the 
entire  stock  in  this  manner,  keeping  the  parts  in  numerical  order. 
This  system  may  be  built  locally  from  the  specifications  shown 
in  Fig.  84. 

The  boxes  may  be  made  of  J^  in.  cottonwood  or  any  other 
light  strong  lumber.     There  are  three  sizes  of  boxes,  the  outside 


154 


SERVICE  STATION  MANAGEMENT. 


dimensions  of  which  are  as  follows: 

Large  size  13  ins.  by  26  ins. 
Half  size  13  ins.  by  13  ins. 
Quarter  size  6J^  ins.  by  13  ins. 

The  sides  of  the  small  boxes  have  three  grooves,  so  that 
partitions  dividing  them  into  halves  or  thirds  may  be  inserted. 
These  smaller  compartments  are  very  desirable  for  small  slow- 
moving  parts.  The  boxes  and  racks  may  be  painted  to  suit  the 
surroundings  or  the  dealer's  taste.  A  very  popular  finish  is  ob- 
tained with  a  red  creosote  shingle  stain  to  which  lamp  black  is 
added  until  a  dark  mahogany  red  is  obtained. 

This  system  is  a  very  good  one  for  the  Service  Station  that 
does  not  maintain  a  reserve  stock  room,  as  it  is  a  very  compact, 
flexible  system  that  can  be  expanded  or  contracted  at  will. 
To  increase  the  holdings  on  a  particular  part,  it  is  simply  a 
matter  of  taking  out  the  box  and  replacing  it  with  a  larger  one, 
and  moving  the  other  boxes  down  the  line  to  make  room  for  it. 
Furthermore  this  system  permits  of  adding  or  obsoleting  a  part 
by  simply  adding  or  removing  a  box  and  moving  the  other  boxes 
along  to  maintain  the  numerical  order. 

In  Fig.  85  is  shown  a  portable  stock  box.  This  box  can  be 
made  up  locally  and  is  very  convenient  for  holding  small  parts 
such  as  bolts,  nuts,  cotter  keys,  etc. 


Fig.  85. 


The  Stationary  Bin  System. 


THE  STOCK  ROOM. 


155 


The  stationary  bin  system  is  illustrated  in  Fig.  86. 
The  required  number  of  sections  sufficient  for  Service  Station 
requirements  may  be  purchased  from  the  manufacturer,  ready  to 


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156 


SERVICE  STATION  MANAGEMENT. 


install.  Service  Stations  maintaining  a  reserve  stock  room  will 
no  doubt  obtain  good  results  from  the  use  of  this  system.  More 
parts  can  be  carried  in  the  same  amount  of  space  than  in  the 
box  system.  Furthermore,  parts  can  be  displayed  to  better 
advantage. 

When  deciding  upon  a  system  to  install,  the  Service  Station 
should  have  in  mind  that  with  the  stationary  bins,  the  holdings 
of  a  certain  part  cannot  be  increased  or  decreased,  as  the  call 
for  that  particular  part  increases  or  decreases.  However,  where 
a  reserve  stock  room  is  maintained,  and  only  sufficient  parts 
are  carried  in  the  stock  room  to  meet  the  demands  of  the  trade, 
then  this  system  can  be  used  to  good  advantage.  The  manu- 
facturers of  the  service  stock  systems  have  replaced  the  station- 
ary wooden  bins  with  steel.  These  steel  systems  are  flexible, 
i.  e.,  the  size  of  the  compartments  can  be  chaaged  at  the  will  of 
the  stock  man.  This  overcomes  the  objectionable  feature  of  this 
system. 

Stock  Records. 

Service  Stations  should  maintain  stock  records  so  that  they 
will  have  perpetual  inventory  of  the  stock  on  hand.  Unless 
this  is  done,  the  proper  balance  of  stock  cannot  be  maintained. 
If  the  Service  Station  depends  upon  a  physical  or  visual  inventory 
hy  the  stock  man  when  ordering  parts,  they  will  become  over- 
stocked on  some  parts  and  run  short  on  others.  This  will  result 
in  ordering  by  express,  entailing  additional  expense,  or  the  loss  of 
trade  by  customers  going  elsewhere.  An  adequate  stock  of  parts 
to  meet  all  requirements  is  one  of  the  first  elements  of  service. 
Furthermore,  if  an  over-stock  of  some  parts  is  carried,  it  means 
a  larger  investment  in  those  particular  parts  than  is  necessary. 
The  maintenance  of  stock  records  is  not  only  an  advantage  to 
the  Service  Station,  but  to  the  manufacturer.  By  having  at  all 
times  a  complete  record  of  the  stock  on  hand,  and  not  carrying 
an  over-stock  of  some  particular  parts,  the  manufacturer  is  able 
to  better  judge  as  to  the  requirements  on  every  item,  and  main- 
tain an  even  schedule  of  production. 

Fig.  87  is  a  perpetual  inventory  sheet.  Size  of  sheet  lOJ/^  ins. 
horizontally  and  93^  ins.  vertically.  These  sheets  are  placed  in 
binders  in  the  same  order  as  the  parts  are  listed  in  the  Parts 
Price  List.     Three  binders  are  used   for  this  purpose;  one  for 


fs 


THE  STOCK  ROOM. 


157 


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158 


SERVICE  STATION  MANAGEMENT. 


fast-moving  parts,  one  for  accessories,  and  another  for  Fordson 
parts.  A  sheet  is  made  out  for  each  part  listed  in  the  catalogues. 
Daily  entries  of  all  stock  received  and  issued,  are  made  each  day, 
the  balance  on  hand  being  indicated  in  each  instance.  In  other 
words,  the  record  is  always  up-to-date. 

The  first  entry  on  these  sheets  is  made  from  a  quarterly 
inventory,  this  being  an  actual  count,  which  shows  the  exact 
number  on  hand  and  date  of  inventory.  On  all  goods  received 
and  issued,  numbered  records  are  maintained,  a  copy  of  each 
record  being  used  for  the  purpose  of  making  entries  in  the 
inventory  binder.  Inasmuch  as  all  these  forms  are  numbered 
a  record  is  kept  to  make  certain  that  one  copy  of  each  of  these 
forms  has  been  entered  in  the  inventory  binder.  In  the  event 
a  copy  is  missing,  the  clerk  may  refer  to  the  file  wherein  a  dupli- 
cate is  kept,  and  from  this  duplicate  can  make  his  entry  into  the 
inventory  book.  A  maximum  and  minimum  quantity  of  each 
article  is  established  by  watching  the  rate  at  which  it  moves. 
For  example,  take  part  3006,  cylinder  outlet  hose,  as  shown  in 
Fig.  87. 

A  maximum  of  500  has  been  established  on  this  part,  and  an 
order  entered  for  100,  these  figures  being  established  on  a 
weekly  order  basis.  The  first  minimum  is  placed  at  400,  the 
second  at  300,  the  third  at  200,  the  fourth  at  100,  and  the  fifth 
at  0.  At  the  date  of  inventory  550  were  on  hand;  on  the  date  of 
the  first  order  400  were  on  hand.  Therefore  an  order  for  100 
was  placed,  or  the  difference  between  the  maximum  and  the 
amount  on  hand  at  the  time  the  order  was  placed.  On  the  date 
of  the  second  order,  November  14th,  200  were  on  hand,  which 
would  mean  that  300  should  be  ordered.  However,  the  record 
showed  100  ordered,  so  an  order  for  only  200  was  placed. 

In  placing  stock  orders,  start  with  the  first  page  of  the  inven- 
tory binder,  and  in  the  manner  described  above,  examine  each 
page  in  the  inventory  books.  In  this  way  determine  just  what 
parts  and  in  what  quantities  to  order. 

One  large  dealer  states  that  the  upkeep  of  this  record  requires 
only  about  four  hours  a  day  of  one  man's  time.  But  the  fact 
that  it  enables  them  to  order  intelligently  and  to  maintain  a 
well-balanced  stock  at  all  times,  makes  the  perpetual  inventory 
a  very  valuable  record. 


THE  STOCK  ROOM. 


Stock  Card. 


159 


A  perpetual  inventory  may  be  maintained  by  the  use  of  the 
Stock  Card  (Fig.  88),  size  of  card  5  ins.  by  8  ins.  This  is  a 
standard  card  and  may  be  purchased  from  manufacturing 
stationers  in  any  of  the  larger  cities.  The  same  results  are 
obtained  by  the  use  of  this  card  kept  in  file  boxes  as  by  the 
use  of  the  sheets  retained  in  a  binder. 


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Stock  Bin  Cards. 

One  dealer  using  the  stock  system  shown  in  Fig.  85  does  away 
with  the  expense  of  maintaining  stock  inventory  sheets  or  record 
cards,  and  reports  that  satisfactory  results  are  obtained. 

Although  this  system  is  not  reconmiended,  still  it  may  work 
out  satisfactorily  where  an  experienced  stock  man  is  in  charge. 

The  stock  is  handled  in  the  following  manner: 

A  card  is  attached  to  each  bin  in  the  system,  showing  the  name, 
number  and  price  of  the  part  contained  therein,  also  the  maximum 
and  minimum  amounts  to  be  carried.  Stock  inventory  can  be 
taken  once  a  month  if  desired,  and  the  experienced  stock  man 
should  be  able  to  tell  at  a  glance  by  knowing  the  maximum  and 
minimum  amounts  carried,  if  more  of  any  particular  items  should 
be  ordered.  A  physical  inventory  can  also  be  taken  if  it  is  deemed 
advisable. 

Care  of  Parts,  Anti-rust. 

Care  should  be  taken  to  prevent  parts  from  rusting.  For  a 
temporary  rustproofing,  parts  may  be  dipped  into  a  mixture  of 
road  or  fuel  oil  of  about  500  viscosity,  or  about  the  same  density 
as  the  steam  cylinder  oil,  which  can  also  be  used.  The  cost  of 
steam  cylinder  oil,  however,  is  three  or  four  times  as  much  as 
road  or  fuel  oil.     These  oils  can  be  diluted  to  any  density  desired 


160 


SERVICE  STATION  MANAGEMENT. 


:1|| 


by  adding  kerosene.  The  less  kerosene  used,  however,  the 
better.  This  coating  should  give  satisfactory  results  for  all 
purposes  of  the  average  dealer.  Parts  so  coated  will  not  stand 
any  handling  or  rubbing.  When  using  road  or  fuel  oil,  it  is 
well  to  allow  the  barrel  to  stand  in  order  that  the  water  may 
settle  out.  For  a  semi-permanent  coating,  there  are  several 
brands  of  anti-rust  solutions  on  the  market. 

Rust  Treatment. 

The  removal  of  rust  from  a  finished  surface  is  a  very  delicate 
operation,  inasmuch  as  rust  always  eats  into  the  surface  so  that, 
even  if  entirely  removed,  a  surface  cannot  be  restored  to  its 
original  dimensions,  as  the  rust  itself  becomes  a  part  of  the  stock 
(a  chemical  combination  of  the  iron  and  oxygen  of  the  air). 

For  removing  a  small  spot,  a  very  fine  stone  is  as  good  as 
anything.  Very  fine  emery  paper  may  also  be  used.  If  the 
surface  is  to  be  painted,  sandpaper  can  be  used  with  satisfactory 
results. 

Care  of  Reamers. 

The  reamer  is  a  very  delicate  tool  and  is  easily  damaged  by 
being  struck  by  hard  substances.  If  it  is  a  long  reamer  it  may 
easily  be  bent  out  of  line  by  careless  handling  when  in  use  or  by 
storing  it  on  an  uneven  surface  with  some  other  object  on  top  of  it. 
Reamers  are  very  susceptible  to  rust  and  a  small  amount  of  rust 
on  the  land  (see  Fig.  89)  will  cause  the  reamer  to  cut  rough. 
By  exercising  a  little  care  in  using,  storing  and  raising  a  reamer, 
its  length  of  service  may  be  considerably  extended. 

Each  time  a  reamer  is  put  into  stock  it  should  be  given  a  coat 
of  oil  to  prevent  its  rusting  and  should  be  stored  in  a  wooden  case 
or  wrapped  in  a  rag  to  prevent  the  possibility  of  any  hard  object 
striking  the  cutting  edge. 

There  are  two  styles  of  reamers,  generally  termed  machine  and 
hand  reamers.  Because  the  machine  has  the  power  to  push  the 
reamer  through  the  work  and  as  longevity  is  an  important  con- 
sideration on  production,  the  machine  reamer  has  a  land  between 
1/64  and  1/32  of  an  inch  wide,  while  the  hand  reamer  has  .009  or 
less  (1/128  of  an  inch). 

When  the  reamer  begins  to  cut  undersize  its  life  may  be  slightly 


THE  STOCK  ROOM. 


161 


extended  by  raising  it.    This  is  accomplished  by  drawing  a  piece 
of  hardened  steel  along  the  face  of  the  tooth. 


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Fig.  89. 

Never  stone  the  reamer  on  the  outside  diameter,  as  this  throws 
a  burr  into  the  flute,  requiring  that  the  reamer  be  refaced,  which 
operation  requires  skill  and  special  machinery. 

Care  of  Bearings. 

An  anti-friction  bearing,  particularly  of  the  ball-bearing  type, 
is  ground  to  extremely  fine  limits.  The  introduction  of  any  fine 
particles  such  as  graphite  flakes  or  grit  of  any  kind  can  only  act 
in  a  detrimental  manner  to  the  bearings  in  the  proper  performance 
of  their  duty.  The  following  instructions  concerning  the  hand- 
ling of  bearings  should  be  carefully  followed: 

1.  Bearings  should  remain  wrapped  in  the  waxed  paper  and 
enclosed  in  the  cartons  in  which  they  are  shipped  until  ready 
for  use. 

2.  When  bearings  are  removed  from  their  waxed  paper,  pre- 
paratory to  assembly,  care  should  be  taken  in  laying  them  on  the 
work  bench,  to  select  a  clean  surface,  since  quite  frequently  steel 
filings  or  dirt  will  cling  to  the  oiled  surfaces  of  the  bearings  and 
eventually  enter  the  same  when  in  service,  causing  premature 
failure. 


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162 


SERVICE  STATION  MANAGEMENT. 


3.  When  removing  anti-friction  bearings  from  any  machinery, 
in  order  to  make  repairs  to  adjacent  parts,  it  is  advisable  to 
immediately  clean  the  bearings  thoroughly  in  gasoline  and  apply 
a  generous  coating  of  a  good  mineral  grease,  wrapping  in  paper 
to  shield  them  from  entrance  of  dust,  dirt  or  moisture. 

4.  When  removing  bearings  from  a  housing,  the  pressure 
should  be  exerted  against  the  outer  raceway  only. 

5.  When  assembling  bearings  on  or  removing  them  from  shafts, 
the  pressure  should  be  exerted  against  the  inner  raceways  only. 

6.  Before  assembUng  bearings,  be  sure  that  they  are  coated 
with  an  ample  supply  of  grease  between  the  raceways  and  sur- 
rounding the  balls. 

Storing  Crank  Shafts. 

Crank  shafts  require  more  care  in  storing  and  handling  than 
probably  any  other  parts  of  the  car.  As  it  is  important  that  the 
shaft  be  in  perfect  alignment  when  placed  in  a  motor,  it  should 
be  stored  in  some  manner  which  will  prevent  distortion.  Fig. 
90  shows  the  different  ways  of  storing  crank  shafts. 

It  is  easy  to  see  that  the  overhanging  weight  in  A  and  B  will 
cause  the  shaft  to  become  out  of  line.  The  method  of  hanging 
shown  in  C  is  better,  but  permits  the  flange  to  warp.  The 
crank  shaft  should  be  stored  by  standing  on  the  flange  as  shown 
in  D  or  hanging  by  the  starting  pin  hole  as  shown  in  E. 

Discount  on  Parts  Sold  over  the  Counter. 

1.  Public  garages  equipped  to  satisfactorily  make  repairs  on 
Ford  cars  should  receive  a  discount  of  25  per  cent,  on  all  Ford 

parts. 

2.  Commercial  firms  operating  five  or  more  Ford  cars  at  any 
one  point  and  maintaining  a  garage  in  which  repairs  are  made  on 
these  cars  should  receive  25  per  cent,  discount  on  parts. 

3.  Accessory  stores,  tire  repair  shops,  electrical  repair  shops, 
and,  in  fact,  any  store  that  does  not  maintain  a  garage  for  hand- 
ling repairs  are  not  entitled  to  discount. 

One  of  the  most  successful  dealers  advises  that  on  sales  to 
garages  and  commercial  firms  entitled  to  a  discount  he  charges 
them  full  list  price.  The  bookkeeper  maintains  a  record  of  all 
parts  purchased  by  those  entitled  to  a  discount  and  at  the  end 


THE  STOCK  ROOM. 


163 


of  the  month  mails  them  a  check  for  the  discount  to  which  they 
are  entitled.  Individual  owners  being  present  while  garagemen 
were  purchasing  parts  oftentimes  noticed  the  discount  and  de- 
manded it  when  purchasing  parts  for  themselves.  If  the  discount 
was  not  allowed,  the  customer  was  invariably  offended.     Garages 


Fig.  90. 

would  oftentimes  send  the  car  owner  for  the  repair  parts,  advising 
him  to  ask  for  discount  on  the  ground  that  the  parts  were  for  the 
garage.  When  the  purchaser  came  to  settle  for  the  repairs  he 
would  be  dissatisfied  if  the  discount  was  not  extended  to  him. 
Repairmen  from  garages  were  constantly  obtaining  repair  parts 
for  their  friends  on  the  pretext  that  the  parts  were  for  the  garage. 
The  method  adopted  by  this  dealer  has  done  away  with  these  little 
annoyances  that  were  constantly  coming  up  and  at  the  same 


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SERVICE  STATION  MANAGEMENT. 


time  has  increased  the  sale  of  parts,  as  garages  receiving  the 
discount  in  a  lump  sum  generally  turned  it  back  for  more  stock. 

Graphic  Record. 

A  convenient  method  by  which  it  can  be  determined  at  a 
glance  just  how  the  sale  of  repair  parts,  repair  labor,  and  the 
cost  of  operating  the  shop,  is  running  is  by  maintaining  a  graphic 
record  (Fig.  91). 


/9/a 


1800 


Sci.io  BifiCH  lt/^€ PjQffrs  ^Ates         Oorreo  BLfKte  i/^e lAmotp  S/ties 

OoTsCl/lsH  iMfC- — -lABqjft  Cost 

Fig.  91. 

By  keeping  this  record  from  year  to  year,  it  can  be  determined 
quickly  if  the  gross  business  or  profits  for  corresponding  months 
has  increased  or  decreased.  This  chart  may  be  kept  for  the 
manager^s  personal  use,  or  it  may  be  placed  where  it  is  accessible 
to  any  employe.  In  Service  Stations  where  the  workmen  are 
allowed  a  certain  percentage  of  the  profits,  the  chart  may  be 
displayed  on  the  wall  of  the  office  so  that  it  can  be  inspected 
by  any  employe.  To  keep  this  record,  it  is  only  necessary  to 
place  a  dot  in  the  proper  square  showing  the  sales  and  expenses 
by  months,  then  connecting  the  dots  with  the  proper  lines. 


CHAPTER  IX. 


HANDLING  CLAIMS  FOR  PARTS  SHORT  OR  DAMAGED  IN 

SHIPMENTS. 

Care  should  be  used  in  receipting  for  carload  shipments  of  cars. 
Notations  of  shortages  and  damages  indorsed  on  paid  freight 
bills,  often  establish  a  carrier's  liability  and  insure  prompt  pay- 
ment of  claim.  On  receipt  of  a  carload  shipment,  all  seals,  end 
as  well  as  side,  should  be  removed  and  carefully  preserved  or 
record  made  of  the  number.  The  contents  of  the  car  should 
then  be  checked  with  the  packing  sheets.  In  the  event  of  any  of 
the  parts  being  short,  the  freight  agent  should  indorse  such  short- 
age on  the  freight  bill.  If  any  of  the  boxes  or  cartons  ah ve  been 
broken  open,  a  notation  should  be  made  to  that  effect  as  a  means 
of  protection  in  event  a  shortage  is  found  to  exist.  If  any  of  the 
parts  are  found  damaged  a  notation  should  be  made  on  the  freight 
bill  showing  the  extent  of  the  damage. 

When  shortage  is  found  to  exist,  the  dealer  should  report  such 
shortage  to  the  manufacturer,  being  careful  to  furnish  the  initials 
and  number  of  the  freight  car,  numbers  of  the  seals  under  which 
the  car  was  delivered,  the  packing  sheet  and  receipted  freight  bill 
bearing  the  agent's  notation.  A  full  report  should  also  be  made 
of  the  condition  of  the  car  and  contents,  with  particular  reference 
to  boxes  or  packages  that  may  have  been  opened  en  route  or 
damaged  in  transit  by  rough  handling  of  car. 

Manufacturers  as  a  general  rule  will  not  consider  any  claim, 
unless  the  seal  numbers  are  furnished,  as  this  is  the  only  pro- 
tection they  have  against  cars  being  opened  in  transit  and  parts 
removed. 

If  upon  investigation  the  manufacturers  find  that  they  are  not 
responsible  for  the  shortage  or  damage,  then  the  dealer  should  file 
claim  with  the  transportation  company.  In  filing  claim,  the 
carrier  should  be  furnished  with  the  following  documents  in 
support  of  the  claim:  original  bill  of  lading,— if  not  previously 
surrendered  to  carrier — a  statement  by  the  claimant  showing  how 
amount  of  loss  or  damage  is  determined,  with  all  evidence  that 

165 


166 


SERVICE  STATION  MANAGEMENT. 


m 


can  possibly  be  secured;  original  paid  freight  bill,  original  invoice 
or  attested  copy,  bill  for  cost  of  repairs.  The  absence  of  bill 
of  lading  or  paid  freight  bill  should  be  explained,  if  for  any  reason 
they  cannot  be  presented. 

The  following  relative  to  handling  and  filing  claims  was  taken 
from  the  Industrial  Trafl&c  League  Bulletin,  No.  296. 

'*  Regulations  Covering  the  Inspection  of  Freight  Before 

OR  After  Delivery  to  Consignee  and  Adjustment 

OF  Claims  for  Loss  or  Damage  Thereon." 

Loss  of  or  damage  to  contents  of  packages,  not  definitely 
known  to  exist  at  time  of  delivery  by  carrier  to  consignee,  may 
be  due  to  negligence  in  packing,  handling  or  unpacking,  or 
abstraction  from  containers,  and  is  the  subject  of  frequent  claims 
and  controversy.  In  order  to  avoid  any  discrimination  and  so 
that  practices  may  be  certain  and  uniform  in  the  treatment  of 
claims  of  this  character,  the  following  rules  are  prescribed : 

Rule  1.  When  a  package  bears  indication  of  having  been  pil- 
fered while  in  possession  of  carrier,  it  shall  be  carefully  weighed 
by  the  delivering  agent  before  delivery,  and  such  weight  endorsed 
on  the  freight  bill  and  a  joint  inventory  of  contents  of  package 
by  carrier  and  consignee  shall  be  made  before  delivery  or  imme- 
diately upon  receipt  by  consignee  and  claim  for  shortage  so 
discovered  shall  be  promptly  adjusted. 

Rule  2.  Loss  or  damage  discovered  after  delivery  of  shipment 
to  consignee  shall  be  reported  by  consignor  or  consignee  to  agent 
of  carrier  immediately  upon  discovery  and  in  any  event  within 
fifteen  days  after  receipt,  and  contents  and  container  held  for 
inspection  by  carrier,  with  a  statement  of  facts  or  circuhistances 
evidencing  loss  prior  to  delivery  by  carrier.  Inspection  by 
carrier  shall  be  made  when  practicable  and  in  any  event  within 
forty-eight  hours  and  shall  include  examination  of  package  and 
contents  for  evidence  of  abstraction  of  the  missing  goods,  check- 
ing contents  with  invoice  and  weighing  for  comparison  with 
shipping  weight;  also  investigation  of  cartman*s  record  of  hand- 
ling shipment.  Report  of  inspection  shall  be  made  in  duplicate 
on  standard  form  and  signed  by  carrier^s  agent  and  consignee, 
one  copy  thereof  to  be  retained  by  consignee  and  attached 
to  claim    for   loss  if  made.     In  case  no  inspection  is  made 


HANDLING  CLAIMS  FOR  PARTS  SHORT.      167 

by  carrier's  agent,  consignee's  inspection  shall  be  accepted  as 
carrier's  inspection.  If  investigation  develops  that  the  loss 
occurred  with  carriers,  the  fifteen  days'  clause  shall  not  be 
invoked.     (See  Rule  7.) 

Rule  3.  Shortage  from  a  package  delivered  consignee  without 
exception  when  based  only  upon  the  consignee's  failure  to  find 
the  entire  invoice  quantity  in  package  or  when  package  remains 
in  possession  of  consignee  more  than  fifteen  days  before  the  goods 
are  unpacked  and  shortage  discovered,  shall  not  be  regarded  as  a 
responsibiUty  of  the  carriers  unless  investigation  develops  that 
loss  occurred  with  carrier.  When  package  remains  in  possession 
of  cartman  over  night  and  not  in  a  warehouse,  carrier  shall 
require  proof  that  loss  did  not  occur  with  cartman. 

Rule  4.  When  a  package  bears  evidence  of  damage  while  in 
possession  of  carrier,  a  joint  examination  of  contents  by  carrier 
and  consignee  shall  be  made  before  delivery  or  immediately  upon 
receipt  by  consignee  and  claim  for  damage  so  discovered  shall 
be  promptly  adjusted  upon  its  merits. 

Rule  5.  Damage  to  contents  of  package  discovered  after 
delivery  of  shipment  to  consignee  shall  be  reported  to  agent  of 
carrier  immediately  upon  discovery  or  in  any  event  within  fifteen 
days  after  receipt  with  a  statement  of  facts  or  circumstances 
evidencing  damage  prior  to  delivery  by  carrier  unless  investiga- 
tion develops  that  the  damage  occurred  with  carriers,  then  the 
fifteen-day  clause  shall  not  be  invoked.  Inspection  shall  be 
made  by  carriers  when  practicable  and  in  any  event  within  forty- 
eight  hours  after  notice.  In  case  no  inspection  is  made  by 
carrier's  agent,  consignee's  inspection  shall  be  accepted  as  carrier's 
inspection.  Report  of  inspection  shall  be  made  in  duplicate  on 
standard  form  and  signed  by  carrier's  agent  and  consignee,  one 
copy  thereof  to  be  retained  by  consignee  and  attached  to  claim 
for  damage  if  made.     (See  Rule  7.) 

Rule  6.  Shortage  or  damage  discovered  by  consignee  at  time 
of  receiving  freight  in  any  quantity  from  car,  warehouse  or  other 
premises  of  carrier,  shall  be  reported  to  agent  of  carrier  before 
removal  of  entire  shipment,  in  order  that  the  cause  and  extent 
of  loss  or  damage  may,  if  possible,  be  definitely  determined  and 
proper  record  made  thereof.  Unloading  of  freight  should  not:, 
be  retarded  or  discontinued  awaiting  inspection. 
12 


168 


SERVICE  STATION  MANAGEMENT. 


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VI 


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Rule  7.  Notice  of  loss  or  damage  may  be  given  carrier's  agent 
by  telephone  or  in  person  and  in  either  event  shall  be  confirmed 
by  mail. 

In  case  of  loss  or  damage  as  provided  for  in  Rules  2  and  5,  and 
inspection  is  made  by  carrier's  representative,  detail  of  findings 
of  inspection  by  consignee  shall  be  furnished  carrier's  agent 
immediately  upon  completion  of  inspection. 

Rule  8.  Failure  of  consignee  to  comply  with  the  foregoing 
regulations  shall  be  regarded  as  indicating  complete  delivery  of 
freight  by  carrier  in  good  order. 

Rule  9.  Where  packages  which  indicate  loss  of  or  damage  to 
contents  are  recovered  by  the  carriers,  proper  record  of  this 
exception  shall  be  noted  on  the  way-bill  and  station  records, 
and  shall  be  available  to  consignee. 

They  shall  supersede  any  instructions  or  practices  in  conflict 
therewith,  except  such  as  may  be  authorized  by  published  tariff. 


CHAPTER  X. 
HANDLING  DEFECTIVE  OR  WORN  PARTS. 

Inspecting  Parts  Removed  from  Cars. 

All  parts  removed  from  cars  should  be  tagged  with  the  serial 
number  of  the  car,  also  the  owner's  name  and  address,  together 
with  any  information  that  will  assist  the  factory  in  passing  on 
such  parts.  For  instance,  the  tag  should  be  marked  "  Defective  " 
or  "Damaged  as  a  result  of  defect  in  some  other  part."  These 
parts  should  be  stored  in  bins  so  that  they  can  be  inspected  by 
the  owner  of  the  car  should  he  desire  to  do  so  within  the  time 
specified  on  the  Repair  Order.  In  the  event  that  the  owner  does 
not  call  to  inspect  the  parts,  the  inspector  or  foreman  of  the 
shop  should  set  aside  the  parts  which  he  believes  are  defective, 
or  were  damaged  as  the  result  of  defect  in  other  parts.  In  fact, 
as  a  general  rule,  any  parts  which  have  been  in  service  less  than 
ninety  days  should  be  included.  These  parts  should  be  returned 
to  the  manufacturers  in  the  regular  monthly  shipments.  Service 
Stations  should  not  neglect  their  customers  by  failing  to  return 
any  parts  which  they  have  any  reason  to  believe  are  subject  to 
credit,  even  though  the  customer  does  not  request  it.  This  is 
an  item  of  service  that  will  go  a  long  way  towards  satisfying  a 
customer.  In  cases  where  the  manufacturers  have  given  dealers 
and  Service  Stations  authority  to  pass  on  parts  within  certain 
limits,  then  any  parts  found  defective  should  be  reported  to  the 
office  on  the  white  copy  of  the  Repair  Order.  When  making  up 
the  statement  on  the  yellow  copy  of  the  Repair  Order,  no  charge 
should  be  made  for  the  replacement  of  parts  that  are  defective. 

Returning  Parts  to  the  Manufacturers. 

As  a  general  rule,  the  manufacturers  furnish  dealers  with  a 
"Goods  Returned  Sheet"  on  which  to  list  parts  returned  for 
credit,  repair  or  replacement.  In  the  event  that  the  dealer  does 
not  have  such  sheets,  the  following  information  should  be  fur- 
nished on  each  part  returned: 

169 


I 


i 


I 


170 


SERVICE  STATION  MANAGEMENT. 


1.  Quantity  of  any  part  returned. 

2.  Catalogue  number  and  description. 

3.  Number  of  car  from' which  part  was  removed. 

4.  Name  and  address  of  owner. 

5.  Name  of  dealer  fromlwhom  the  new  parts  used  in  replace- 
ment were  purchased. 

6.  Length  of  time  parts  were  in  service. 

7.  In  cases  where  a  dealer  is  authorized  by  the  manufacturer 
to  make  adjustments  within  certain  limits,  information  should 
be  furnished  as  to  whether  or  not  an  adjustment  has  already  been 
made  with  the  owner. 

Each  part  returned  should  be  listed  separately,  and  the 
information  outlined  above  furnished  on  each  part. 

The  "Parts  Returned  Sheets"  or  letters  listing  the  parts 
should  be  made  in  triplicate,  one  copy  to  be  retained  by  the  dealer 
for  his  records,  one  copy  put  in  the  box  or  crate  as  a  packing  sheet 
and  for  use  in  the  receiving  department  in  checking  in  the  goods 
on  their  arrival,  and  the  third  sheet  forwarded  to  the  office  of 
the  manufacturer. 

In  the  case  of  freight  shipments,  the  original  bill  of  lading 
should  be  mailed  to  the  office  of  the  manufacturer  at  the  time 
the  shipment  is  made.  This  is  very  necessary  for  two  reasons: 
first,  it  advises  the  manufacturer  that  the  shipment  is  en  route; 
and  second,  it  enables  the  manufacturer's  receiving  department 
to  check  the  expense  bill  against  the  bill  of  lading.  In  case  of  a 
shortage  in  the  shipment,  the  manufacturer  has  no  way  of  deter- 
mining this  shortage  unless  furnished  with  the  bill  of  lading. 
By  having  the  bill  of  lading  the  manufacturer  is  able  to  advise 
the  shipper  at  once  of  any  shortage  so  that  proper  steps  can  be 
taken  to  locate  the  missing  parts.  The  bills  of  lading  should 
show  the  material  contained  in  each  box  or  crate  and  their 
weights;  for  example: 

4  Boxes  Gear  Parts:   200  lbs.,  150  lbs.,  160  lbs.,  300  lbs., 
2  Boxes  Scrap  Iron :     50  lbs.,    75  lbs. 

All  transportation  charges  should  be  prepaid  in  order  to  insure 
acceptance  of  the  shipment  by  the  manufacturer.  This  is 
especially  true  in  the  case  of  express  or  parcel  post  shipments 
where  there  is  a  possibility  that  the  value  of  the  parts  returned 


HANDLING  DEFECTIVE  OR  WORN  PARTS.     171 

will  not  equal  the  transportation  charges.  Dealers  should 
pay  particular  attention  to  packing,  marking  and  shipping 
material  returned  to  the  manufacturers.  In  fact,  it  should  be 
packed  with  the  same  care  as  new  parts  in  substantial  boxes  or 
crates.  Each  box  should  be  marked  on  the  end  in  plain  legible 
letters  showing  to  whom  it  is  consigned,  also  the  name  of  the 
shipper.  Ordinary  shipping  tags  or  a  stencil  may  be  used  for 
this  purpose. 

A  ticket  with  the  following  information  should  be  attached  to 
every  part  returned: 

1.  Name  and  address  of  shipper. 

2.  Catalogue  number  of  part. 

3.  Name  of  part. 

4.  Whether  new  or  used. 

5.  Whether  returned  for  credit,  repair  or  replacement.  (Manu- 
facturers generally  furnish  "Goods  Returned  Tags"  for  this 
purpose.) 

Sorting  and  Grading  Junk. 

All  defective  or  scrap  material  should  be  carefully  sorted  and 
graded.  The  brass  bushings,  steel  forgings,  cast  iron,  etc.,  should 
be  put  in  separate  bins.  By  having  the  workmen  sort  the  junk 
during  spare  time,  a  good  profit  will  be  realized.  In  fact  unless 
this  is  done,  the  junk  dealer  will,  as  a  general  rule,  offer  a  price 
for  the  scrap  based  on  the  market  price  of  scrap  iron.  One 
dealer  reported  that  by  carefully  grading  and  sorting  all  scrap 
material,  enough  was  made  over  and  above  what  would  have 
been  realized  had  it  been  sold  at  the  price  of  scrap  iron,  to  nearly 
pay  the  rent  of  his  building. 

Material  Sold  as  Junk. 

Any  parts  sold  as  scrap,  should  be  mutilated  so  that  they 
cannot  possibly  be  used  again  on  cars.  Unless  this  is  done, 
there  is  a  possibility  that  such  parts  will  find  their  way  back  into 
the  hands  of  owners  through  junk  dealers. 


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